# Browser video and audio calls

Invite a website visitor to a browser video or audio call alongside their conversation.

*Release 3.3 · admin, operator, visitor*

**Settings › General Settings › Video Chat** · **Settings › Account › Operators**

## 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

1. Select a visitor who supports the requested call type. Your status must permit starting a call.
2. Select the video or audio call icon. INSIDE sends an invitation and shows the request in the operator console.
3. The visitor accepts or declines. Acceptance opens the call experience and requests the necessary browser device permissions.
4. 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, on request | Enables browser media calls for the website when provider setup is complete. |
| Provider | Settings › General Settings › Video Chat | website | Twilio | Powerfront, on request | Selects Twilio or Vonage to carry browser calls. |
| Allow Chat in Video Only Channel | Settings › General Settings › Video Chat | website | Off | Powerfront, on request | 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

### This feature uses

- **Requires** [Operator availability status](CON-002.md): The operator must have a suitable available status before starting a browser call.
- **Configured in** [Roles and permissions](ADM-008.md): Video Chat role permissions separately allow video and audio calls.
- **Configured in** [Browser call controls and device settings](RTC-018.md): Browser call settings control camera defaults, voice-only restrictions and background options.
- **Configured in** [Pre-chat survey for visitors](VX-008.md): Pre-chat survey settings can start an audio or video call and restrict text chat during it.
- **Configured in** [Joining calls and approving Co-Browse](VX-026.md): Visitor entry settings control the call entry icons and permission prompts offered on the website.
- **Works better with** [Transferring conversations](CHAT-010.md): Conversation transfer can include a visitor-approved video transfer.
- **Works better with** [Browser call connection and quality](RTC-020.md): Browser calls provide connection guidance and optional quality feedback.
- **Works better with** [Browser call recording and live captions](RTC-021.md): Recording and transcription can be enabled according to the provider.

### Used by

- **Required by** [Browser call controls and device settings](RTC-018.md): Media controls operate within an enabled browser call.
- **Required by** [Operator screen sharing with visitors](RTC-019.md): Screen sharing uses the website's enabled browser media service and provider setup.
- **Required by** [Browser call connection and quality](RTC-020.md): Connection monitoring and feedback relate to a browser media call.
- **Required by** [Browser call recording and live captions](RTC-021.md): Recording and caption capabilities depend on the configured browser-call provider.
- **Required by** [Remote cameras in browser calls](RTC-034.md): A browser call provides the session that the remote camera joins.
- **Required by** [Assisted basket transfer to the storefront](COM-028.md): Basket transfer uses the configured browser media service for the sharing session.
- **Configures** [Browser language and device context](VIS-004.md): Enabled website calling features determine which browser audio and video capabilities are checked.
- **Configures** [Joining calls and approving Co-Browse](VX-026.md): Video Chat settings enable browser calling and select the media provider used by call entry.
- **Enhances** [Incoming chats and calls](CON-019.md): Audio and video calls use call-specific incoming controls.
- **Enhances** [Dark mode for the console](CON-027.md): The video view receives desktop theme changes.
- **Enhances** [Mobile console](CON-033.md): Supported mobile conversations can offer video or browser-audio controls.
- **Enhances** [INSIDE Store App for mobile](CON-034.md): Native call-related notification registration supports the mobile calling experience.
- **Enhances** [Starting, ending and expiring chats](CHAT-001.md): An active video conference prevents ordinary web chat expiry processing.
- **Enhances** [Chat limits and wind-down](CHAT-008.md): Active video calls can affect availability and wind-down completion.
- **Enhances** [Transferring conversations](CHAT-010.md): Video transfers can require additional media acceptance.
- **Enhances** [Chat links](CHAT-030.md): Eligible link setups can offer video or voice-call entry.
- **Enhances** [Video Feed for visitors](VX-025.md): Visitors in an audio or video call can use a return-to-call control while browsing videos.
- **Enhances** [Live show broadcasting](RTC-023.md): An operator already in a one-to-one browser call can accompany a visitor as an advisor.
- **Enhances** [Salesforce conversation records and transcripts](CRM-014.md): Video and browser-audio conversations can use a separate Salesforce conversation record type.
- **Enhances** [Voice, video and live show reports](REP-027.md): Browser audio and video calls supply call summary activity.
- **Licence for** [Remote camera registration and access](RTC-033.md): The Remote Cameras management entry is available with website video calling enabled.

## 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.