Video Elevation for 8x8 Engage/XF Workspace

Overview

Applies To

• 8x8 Engage
• 8x8 XF Workspace

Procedure

Agent flow

• During the call, click ‘Video Invite’ to switch your call to a video meeting.
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• In the Video Invitation dialog enter the customer’s number in the ‘To’ field. When the ‘Send’ button is selected, the customer will receive a link via SMS which they should click.
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  •  Important! When entering the customer’s number make sure to add the country code as well.

• After the SMS is sent, the video pop-up will be displayed.

Customer Flow

• The customer will receive the SMS on their phone with a clickable link.
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• After the customer clicks on that link, their browser will be brought in the foreground opening the Video Elevation Meeting.
• An ‘Allow’ button will appear. The customer needs to select ‘Allow’ in order for the video to be shared.
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• Once the customer can share their video, they will be able to see what they are sharing with the 8x8 Engage/XF Workspace.
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• The 8x8 Engage/XF Workspace user can guide them where they need them to point the camera.

Features

Sharing Video

• The 8x8 Engage/XF Workspace user can see what their customers see.

Screenshot

• The 8x8 Engage/XF Workspace user can use the screenshot button to capture the customer’s problem.
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  • Important! The customer is not given a notification that the screenshot is taken. The permission should be given in the call by the customer.

Camera View Control

• The 8x8 Engage/XF Workspace user can select to change the view of the camera, so they can view the customer's face for identification. When an 8x8 Engage/XF Workspace user requests this, the customer has to approve it for it to happen.

Location

• The 8x8 Engage/XF Workspace user can request details about the customer’s location. When the 8x8 Engage/XF Workspace user requests the location, the customer is prompted with a dialog to give their approval. 
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Access video history from 8x8 Engage/XF Workspace

• Customers can find past video interactions in the Meetings -> Past Meetings tab. 
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  Access customer screenshots and location

• Information taken while on a video call interaction can be found when clicking the video interaction from the Past Meetings tab.
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FAQs

Is there anything that the customer needs in order to open the link?

• The customer just needs to have a phone with internet access.

Are there any charges for the customer receiving the SMS?

• There aren’t any charges, however, if the customer is not on WIFI, they could be charged for using their data.

Can I change the number which I send the SMS to?

• Yes, you can, but be aware that if you are sending to a different country, there are sometimes different regulations for SMS, so we can not guarantee delivery.

Can the text message sent to customers be edited before sending?

• No. Agents cannot edit text message content before sending to prevent misuse and maintain a consistent customer experience.

Some customers mark the Video Elevation SMS as spam. How can this be prevented?

• Agents should pre-inform customers about Video Elevation invites with a message like: "You will receive a secure text message containing a link to join a brief video session." This manages expectations and reduces spam flagging.

What is the storage policy for screenshots and video recordings, and can admins access them?

• Screenshots and video recordings follow the customer’s existing storage policy. By default, recordings and screenshots can only be seen by the agent who captured them. There is also a share meeting capability that can be used to share Video Elevation data when needed.

Does Video Elevation have Analytics reporting?

• We do support Video Elevation analytics via Analytics for Contact Center. See New Feature-Video SMS sent for more information.