Browser video and audio calls
Invite a website visitor to a browser video or audio call alongside their conversation.
What it is
Video Chat and Audio Call connect an operator and a website visitor through their browsers. A call stays associated with the visitor's conversation, so you can continue helping in the same context. Browser audio calls use the website media service rather than dialling a telephone number.
Who uses it and why
- Operators invite visitors to speak or use video while helping them.
- Visitors accept or decline invitations and grant the browser access to their devices.
- Administrators manage operator calling permissions and ask Powerfront to configure website calling.
Where to find it
Select a website visitor and use the video or audio call icon in the visitor's conversation controls. Visitors receive the invitation in the website chat experience.
Powerfront manages Settings › General Settings › Video Chat. With the Settings role, manage operator roles at Settings › Account › Operators.
How it works
- Select a visitor who supports the requested call type. Your status must permit starting a call.
- Select the video or audio call icon. INSIDE sends an invitation and shows the request in the operator console.
- The visitor accepts or declines. Acceptance opens the call experience and requests the necessary browser device permissions.
- When participants connect, the call begins and INSIDE records its connected time. Either participant can end the call. You can also cancel an unanswered invitation.
An operator can request video during an audio call. The visitor must accept the upgrade before video starts; declining leaves the audio call in place.
Visitors can request video from an existing conversation where the website exposes that option. A video transfer also has explicit visitor acceptance and decline controls.
Configure it
Ask Powerfront to enable Enable Video Chat, choose Provider and complete the provider account setup. Powerfront can also set whether participants use video or voice only and whether text chat is allowed in video-only channels.
Use the Settings role to manage operator access. Assign Video Chat and check its Video Chat and Audio Call permissions for the call types the operator should use.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Video Chat | Settings › General Settings › Video Chat | website | Off | Powerfront | Enables browser media calls for the website when provider setup is complete. |
| Provider | Settings › General Settings › Video Chat | website | Twilio | Powerfront | Selects Twilio or Vonage to carry browser calls. |
| Allow Chat in Video Only Channel | Settings › General Settings › Video Chat | website | Off | Powerfront | Allows text chat in a channel otherwise restricted to video calls. |
Permissions
| Permission | Lets you |
|---|---|
| Video Chat | Access browser calling, with separate Video Chat and Audio Call permissions. |
| Audio Call | Allow browser audio calls within the Video Chat role. |
Limits and good to know
- Calling requires a supported browser, a present visitor and access to the required microphone or camera.
- The console prevents starting another ordinary browser call while you are already in one.
- Website participant settings can force one or both parties to use voice only.
- An unanswered invitation is not an established call. Old unanswered requests are eligible for cleanup after five minutes.
- Live captions and recording behaviour depend on the selected provider.
Depends on and works with
+13 more · used by
- Chat linksEnhances
Eligible link setups can offer video or voice-call entry.
- Video Feed for visitorsEnhances
Visitors in an audio or video call can use a return-to-call control while browsing videos.
- Joining calls and approving Co-BrowseConfigured by
Video Chat settings enable browser calling and select the media provider used by call entry.
- Browser call controls and device settingsRequires
Media controls operate within an enabled browser call.
- Operator screen sharing with visitorsRequires
Screen sharing uses the website's enabled browser media service and provider setup.
- Browser call connection and qualityRequires
Connection monitoring and feedback relate to a browser media call.
- Browser call recording and live captionsRequires
Recording and caption capabilities depend on the configured browser-call provider.
- Live show broadcastingEnhances
An operator already in a one-to-one browser call can accompany a visitor as an advisor.
- Remote camera registration and accessLicence
The Remote Cameras management entry is available with website video calling enabled.
- Remote cameras in browser callsRequires
A browser call provides the session that the remote camera joins.
- Assisted basket transfer to the storefrontRequires
Basket transfer uses the configured browser media service for the sharing session.
- Salesforce conversation records and transcriptsEnhances
Video and browser-audio conversations can use a separate Salesforce conversation record type.
- Voice, video and live show reportsEnhances
Browser audio and video calls supply call summary activity.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Video Chat role permissions separately allow video and audio calls.
- Transferring conversationsEnhances
Conversation transfer can include a visitor-approved video transfer.
- Operator availability statusRequires
The operator must have a suitable available status before starting a browser call.
- Browser call controls and device settingsConfigured by
Browser call settings control camera defaults, voice-only restrictions and background options.
- Browser call connection and qualityEnhances
Browser calls provide connection guidance and optional quality feedback.
- Browser call recording and live captionsEnhances
Recording and transcription can be enabled according to the provider.
- Pre-chat survey for visitorsConfigured by
Pre-chat survey settings can start an audio or video call and restrict text chat during it.
- Joining calls and approving Co-BrowseConfigured by
Visitor entry settings control the call entry icons and permission prompts offered on the website.
Used by
- Browser language and device contextConfigured by
Enabled website calling features determine which browser audio and video capabilities are checked.
- Incoming chats and callsEnhances
Audio and video calls use call-specific incoming controls.
- Dark mode for the consoleEnhances
The video view receives desktop theme changes.
- Mobile consoleEnhances
Supported mobile conversations can offer video or browser-audio controls.
- INSIDE Store App for mobileEnhances
Native call-related notification registration supports the mobile calling experience.
- Starting, ending and expiring chatsEnhances
An active video conference prevents ordinary web chat expiry processing.
- Chat limits and wind-downEnhances
Active video calls can affect availability and wind-down completion.
- Transferring conversationsEnhances
Video transfers can require additional media acceptance.
- Chat linksEnhances
Eligible link setups can offer video or voice-call entry.
- Video Feed for visitorsEnhances
Visitors in an audio or video call can use a return-to-call control while browsing videos.
- Joining calls and approving Co-BrowseConfigured by
Video Chat settings enable browser calling and select the media provider used by call entry.
- Browser call controls and device settingsRequires
Media controls operate within an enabled browser call.
- Operator screen sharing with visitorsRequires
Screen sharing uses the website's enabled browser media service and provider setup.
- Browser call connection and qualityRequires
Connection monitoring and feedback relate to a browser media call.
- Browser call recording and live captionsRequires
Recording and caption capabilities depend on the configured browser-call provider.
- Live show broadcastingEnhances
An operator already in a one-to-one browser call can accompany a visitor as an advisor.
- Remote camera registration and accessLicence
The Remote Cameras management entry is available with website video calling enabled.
- Remote cameras in browser callsRequires
A browser call provides the session that the remote camera joins.
- Assisted basket transfer to the storefrontRequires
Basket transfer uses the configured browser media service for the sharing session.
- Salesforce conversation records and transcriptsEnhances
Video and browser-audio conversations can use a separate Salesforce conversation record type.
- Voice, video and live show reportsEnhances
Browser audio and video calls supply call summary activity.
FAQ and troubleshooting
Why can I not start a call with this visitor?
Check your availability, calling permissions and whether the visitor is present on the website with browser calling support. Finish any existing browser call first.
Does Audio Call dial the visitor's phone?
No. It carries audio through the browser. Telephone dialling uses the separate voice features.
Can I turn an audio call into a video call?
You can request the upgrade when supported. The visitor must accept before video starts.
Why did accepting not immediately connect the call?
Acceptance and media connection are separate. Both participants still need device permissions and a working media connection.
Who can change the website provider?
Ask Powerfront to change the provider and its account setup.