Video messaging user guide

Video messaging allows consumers to send video messages to brands. An agent can watch video to the message and reply in a text. Video messaging provides an enriched conversation experience.

To see what messaging channels support video messaging please see the Capability List here.

Why use video messaging?

Video messaging works just like instant messages in that they can be accessed by the agent in real time. But instead of exchanging snippets of conversation in a written or audio format, consumers can capture a better sense of the tone with body language and facial expressions to give to messages a more human touch. It is also beneficial for those with accessibility challenges. It is easier to send a video message rather than audio or text message for troubleshoot of an issue.

Scope

• Only a consumer can send a video message to an agent
• Video messages will appear as part of the messaging history.

Video Messaging Features

Consumer

• Record & send a video message to agents
• Notified when the message was sent, received & read
• Listen to video messages inactive & closed conversations
• Navigate through the video message
• Have a time indication during recording
• Know the message length (after recording)
• Cancel a recording without sending the message
• Resend if the upload failed

Agent

• Receive a security-safe (malware scanned) video messages from supported consumer channels
• Agents can download the video from the agent workspace or watch the video right inside the transcript in the agent workspace.
• Know what is the first frame and video length as soon as it arrives (without having to play it)
• Navigate through the video message

How to send a video message (consumer side only)

From the conversation window, the consumer clicks on the camera icon to open the Photo/Video Sharing capability.

Two sharing options are presented to the consumer:

1. Take a video using the device’s camera and share it (hold button for video recording)
2. Share a video from the Library

Take video

• Choosing “take a photo/video” will open the device’s camera. The consumer can then record a video and share it or retake it if needed.
• The consumer can add a caption to the video before sharing it.
• When ready to share, the consumer can press on “send”.

Library

Sharing a video from the device storage will open the device’s Library from which the consumer can choose a single video and share it with the agent. The consumer can then send a video with a caption as per the instructions above.

Error and retry

In case sharing failed, an error indication in the conversation will call their attention to the failure. When clicking on the message, a retry option is set available for the consumer to press to resend the video to the agent.

Messaging Channels

Video messaging is available on several Messaging Channels. Please have a look at the Capability List to see which channel supports it. 

The Conversational Cloud will support the following video messages flow:

• A consumer on a 3rd party channel records and sends an video message to an agent on LE
• An agent receives an video type message and can play the message the consumer has recorded on the Agent Workspace
• An agent can play and replay video messages sent by consumers for open and closed conversations (the agent cannot record video messages)
• A consumer can replay his video messages - as supported on each channel

Notes

• Supported file types: .mp4
• Maximum file size is 25MB
• A video message will appear as “[video message]” in the transcript
• There is no limit on how many video messages I can send in a conversation