What is it for?

This feature allows an agent and a client to initiate a call from a conversation:

Voice (microphone)
Video (camera)
Screen sharing (agent and/or client)

Where is the feature located?

Agent side: In the conversation ( "Conversation" panel), call button (phone icon).
Client side: Via a call link sent in the conversation.

Prerequisites (Agent side)

A client must be selected.
The agent must have "started the conversation" (open intervention) and be the owner of the intervention.
Otherwise, the call button may be disabled and/or display a message asking to start the conversation.
The browser must authorize: Microphone / Camera (if video) / Screen sharing (if used)

Start a Call (Agent workflow)

Step 1: Open the client's conversation.
Step 2: Start the conversation if necessary ("Start conversation" button).
Step 3: Click on the phone icon (create a call link).
Step 4: The system sends a message to the client with a link to open.
Step 5: The agent switches to the call screen (full-screen modal) and waits for the client to join.

Join the Call (Client workflow)

The client receives a link.
By opening this link, they join the call room.
The browser may request microphone/camera authorization.

Call Screen (Agent) — Available Controls

On the call screen, the agent can:

Mute / unmute the microphone (microphone icon).
Activate / deactivate the camera (camera icon).
Activate / stop screen sharing (screen icon).
End the call ("END CALL" button).

Visual Behaviors

If the client shares their screen: the shared screen takes primary place.
The client's camera video may appear as a thumbnail (if active).
The agent's camera preview may appear as a thumbnail when the agent's camera is active.

Screen Sharing — Important Points

The agent can activate/deactivate screen sharing during the call.
If the agent stops sharing via the browser picker ("Stop sharing" button), sharing should automatically stop.
The system can notify the backend that sharing is activated/deactivated.

Ringtone / Call Status

After creating the link, the agent waits.
As long as the client has not joined, a ringtone may be played (beeps).
When the client joins: the ringtone stops, and the status indicates that the client is connected.
When the client leaves: the status indicates that they have left.

End the Call

The agent can end the call with "END CALL".
The call screen closes, and audio/video streams should stop.

Limitations / Points of Attention

Browser permissions are the most frequent cause of problems (microphone/camera/screen denied).
Screen sharing heavily depends on the browser (Chrome/Edge recommended).
In case of an unstable network, the call may disconnect.

Troubleshooting (Support FAQ)

Q: "The phone button is grayed out"

• Verify that the conversation is started (open intervention) and that the agent is the owner.

• Verify that a client is selected.

Q: "The client cannot hear the agent / no sound"

• Verify that the microphone is activated on the agent's side.

• Verify that the browser has authorized the microphone.

• Verify that the call is connected (status).

Q: "The camera is not displayed"

• Verify that the camera is activated.

• Verify browser camera permissions.

• Verify that the camera is not being used by another application.

Q: "Screen sharing is not working"

• Verify that the browser supports screen sharing.

• Recommend Chrome/Edge.

• Verify that a window/tab is selected in the picker.

Q: "The client cannot join"

• Verify that the link has been sent.

• Verify that the link has not expired (if applicable).

• Check network/VPN.

Information to collect for technical escalation

• Date/time + organization + agent

• Client / conversation ID

• Copy of the link used (if possible)

• Browser (agent and client) + OS

• Permissions granted/denied (microphone/camera/screen)

• Screenshot of the call status