Introduction

wolkvox allows enabling video calls in web chat widgets created from wolkvox Manager, so that an agent can initiate video communication with a customer who is chatting via the widget.

For this functionality to work correctly, it is not enough to activate it in the widget. The configuration requires enabling video calls in general for the operation, enabling them in the corresponding web chat widget, having a Voice Flow that routes the video call to a skill, and having a DID associated with the Routing Point used to receive it.

Once the configuration is complete, the agent will be able to use the video call feature from wolkvox Agent. The customer must authorize access to the microphone and camera from their browser to establish the communication.

How to Activate Video Calls in a Web Chat Widget?

Enable Video Calls for the Operation

Log in to wolkvox Manager and follow these steps:

1. Click on "Configuration," located in the top right corner of the interface.
2. Go to the "General" tab.
3. Locate the checkbox "Enable Video Call." Activate it.
4. Click on "Save Configuration."

Access the Web Chat Widget Configuration

After enabling the general functionality:

1. Go to "Configuration."
2. Go to "Omni Channel."
3. Select the "Chat WEB" tab.
4. Identify the web chat widget in the table where you want to enable video calls.
5. In the options column, click the pencil icon button to edit it.

Enable Video Call in the Widget

Inside Edit Web Chat:

1. Go to the "Configuration" tab.
2. Expand the "Channels" section.

1. Scroll through the available options until you find "Video Call." Activate the "Video Call" checkbox.
2. Once enabled, the "Button Title" field will appear. There, you must enter the text that will be displayed in the widget to identify the video call option. For example, you can use text like "Video Call," according to the experience you want to present to the customer.
3. When finished, click on "Save Changes."

Note: The video call option must be enabled individually in each web chat widget where you want to offer this functionality.

Configure the Voice Flow to Receive the Video Call

The Routing Point associated with the widget must have a Voice Flow capable of directing the video call to the agents who will handle it.

To verify or configure it:

1. Go to the "Diagram Routing" section from the left side menu of wolkvox Manager.
2. Go to the "Diagram Routing" tab.
3. Find the Routing Point used by the web chat widget.
4. Right-click on the Routing Point. Select "Voice Flow."

Inside wolkvox Studio, build or verify the flow responsible for receiving the video call.

The flow must include a "Transfer to Skill" component, configured to send the interaction to the skill or agent queue responsible for handling video calls.

Make sure to save and correctly configure the Voice Flow before continuing.

Configure a DID for the Video Call Routing Point

The operation must also have a DID that points to the Routing Point used to receive video calls.

To configure it:

1. Click again on "Configuration."
2. Go to the "Trunks" tab.
3. Select the "DID" tab.
4. Click on "Update" to load the available information in the table.
5. The table shows the configured DIDs, including information such as ID, DNIS, DN, Date, and Description.

1. If the necessary DID does not yet exist, use the button to the right of "Update" to create a new one.
2. In the creation window, complete the following fields:
   • DNIS: Enter the number of the Routing Point you established to receive video calls.
   • Destination DN: Again, select the same Routing Point that will receive the video call.
   • Description: Write a name or short text that allows you to easily identify what the DID was created for.
     • For example, the description can indicate that the record corresponds to video calls coming from the web chat widget.
   • Finally, click on "Save."

Once created, use "Update" again if you need to refresh the table and verify that the DID is available.

Make the Video Call from wolkvox Agent

After completing the above configurations, an agent handling a conversation from the web chat widget will be able to use the video call functionality from wolkvox Agent.

For video communication to be established correctly, the following conditions must be met:

• The "Enable Video Call" functionality must be enabled in general in wolkvox Manager.
• The widget must have the "Video Call" option activated.
• The associated Routing Point must have a Voice Flow that transfers the video call to the corresponding skill.
• There must be a DID directed to that Routing Point.
• The customer must grant permissions in their browser to use the camera and microphone.

When the browser requests these permissions, the customer must accept them. If any of them are blocked, audio or video communication may not work correctly.