2 - How to launch a call with SnapCall inside Zendesk ?

 

If you're here, this probably means you have already installed SnapCall for Messaging to your Zendesk account and are ready to launch voice and video calls right inside Zendesk Chat, Messaging, and Sunshine Conversations. So let's go and see how to launch a call! ?

? If you haven't installed the SnapCall app yet, here's how to do it.

 

Here's how to launch a call inside Zendesk Chat, Messaging, and Sunshine Conversations ?

 

1. Before you start, make sure to put yourself Online.

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2. We strongly recommend using the Agent Workspace function, and then you have to accept the chat request from the customer

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3. On the active conversation with the customer, click on the Video for messaging (SnapCall icon) button to initiate the call by sending the calling card. 

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4. Check the technical message saying the card was correctly sent to the customer and a new window automatically popped up. You're now in the call ! ?

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5. Click on the camera button to enable your own video. Allow the camera usage the first time you launch a video call. You'll only have to do it once and it will be saved for the future. (Note: The microphone is automatically on)

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7. Smile – your customer can now see you! You can see the customer in the red square, and check your own video on the green square. 

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8. You can play with the different options we provide by clicking on the related icon. There are screen sharing, open new tab, Picture-in-Picture, Copy-link, Quick Connect, etc.

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9. As an agent you have the option to "kill the room" (end up the call for good) or to just leave (with the possibility to come back later). The call will remain available. However, you can continue to chat with your customer from the chat.

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Do you have any questions? Want to share some feedback? We're more than happy to discuss this with you. Drop us a message via support@snapcall.io and we'll get back to you soon! ?