Call options and visual engagement in live chat
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
With calling options in a live chat conversation, you can start a voice or video call while you're communicating with the customer over chat.
As an agent, you exchange a lot of information when you communicate with a customer via chat. This can slow down your effort to resolve the customer's issue. The customer might prefer to show you the problem and explain the issue by using a physical product. In these scenarios, you might want to initiate a voice or video call during the chat conversation to resolve the issue quickly. The calling options in the communication panel help you to easily make these calls.
Advantages of voice and video call in live chat
With calling options in live chat, you can:
- Resolve customer issues quickly.
- Reduce your average handling time (AHT) and improve your productivity.
- Improve customer satisfaction.
- Develop a positive relationship with customers.
Prerequisites
You'll need network connectivity and a web browser. For supported browsers and required Internet bandwidth, see System requirements for Dynamics 365 Contact Center and System requirements for Customer Service.
Initiate voice and video call
When you're chatting with the customer, you can start a voice or video call. In the communication panel, beside the End button, select More commands 
. The Voice Call and Video Call options are displayed. (Depending on your system configuration, you might see Voice Call and Video Call, or just Voice call.)
When you start a voice call, you can view the flyout call control, which includes the following buttons.
| Button | Name | Description |
|---|---|---|
 |
Turn on video / Turn off video | Use this button to turn on or off the video while in a call with the customer. |
 |
Mute / Unmute | Use this button to mute or unmute the call while in a call with the customer. |
 |
End call | Use this button to end the call. |
Note
If your organization is in the Government Community Cloud (GCC) region, the audio and video calls will be transmitted via a North American data center.
Capacity of the agent
When you start a voice or video call, your capacity is consumed, and you can't take any conversation requests until you hang up. However, your supervisor can still assign conversations to you.
Site permissions
As an agent, you need to enable camera and microphone access in the browser to make a video and audio call, respectively.
Customer experience
When a customer on the portal receives a call, they can accept the voice call with audio, accept the voice call with video, or reject the call.
After accepting the call, the customers can view and use the following options.
| Button | Name |
|---|---|
|
Turn on video / Turn off video |
|
Mute / Unmute |
|
End call |
After accepting the call, the customer can turn on or turn off the video, mute or unmute the conversation, and end the call.
Site permissions
Customers need to provide the camera and microphone access in the browser.
Co-browse and screen share in live chat
The co-browsing and screen sharing features help to quickly and easily understand the customer's issue when you communicate via the chat channel. These visual engagement channels allow agents to interact with customers within their browsers for a precise and effective support experience. This integration capability allows agents to start a third-party co-browse or screen sharing session from the chat conversation.
Important
Third-party providers of co-browse or screen share capabilities may have separate pricing and licensing requirements. Before enabling and using these features through third-party applications, ensure you understand the terms of using these applications.
Prerequisite
To use the co-browsing and screen sharing features, your administrator must have selected a third party screen sharing and or co-browse provider. More information: Configure a chat widget
Initiate a co-browsing or screen sharing session
When you're chatting with a customer, you can initiate a co-browsing or screen sharing session by doing the following:
Select the computer icon (co-browse or screen share) next to the End button in the communication panel.
An app tab opens, providing a way to sign in to the third-party provider and create a new session.
Note
The sign-in experience will vary depending upon the co-browse or screen share provider selected by your administrator. For more information about co-browsing or screen sharing sessions, see the third-party provider's documentation.
In the communication panel, share the password or PIN with the customer that you received from the provider.
Ask the customer to enter the password or PIN, if applicable, and accept the invitation to co-browse or share their screen.
After the customer accepts your invitation, you'll be able to see the customer's screen and more accurately diagnose the issue.
When you enter a co-browse session, you can:
- See the customer's screen.
- Use a laser pointer to call attention to important items.
- Navigate and make changes within the customer's browser.
When you enter a screen sharing session, you can:
- See the customer's screen.
- Use a laser pointer to call attention to important items.
The customer experience will vary depending upon the co-browse or screen share provider selected by your administrator.