Introduction

Included in your current BOLD360 license is the ability to connect with users over video chat. It also allows for a support agent to initiate a remote-control session where an agent can take control of the users’ device to deliver support on that device. With Genesys’ acquisition of BOLD360 in May 2021, we are in the final development stages for required changes the underlying technology used to support these features which will require a transition to this new technology by the end of March 2022.

While our development is not complete, current plans include the use of a 3rd party technology to deliver similar capabilities as part of the current license agreement. As a courtesy, we would like to proactively share initial information for this new solution to help facilitate your company’s transition. Genesys reserves the right to modify or change underlying technologies up until the point the solution is made generally available.

A Genesys technical consultant will be contacting you regarding this transition. They will provide you with information and guidance that provides a smooth transition to the new Digital Services video chat.

For Administrators: enable the Video Chat Window

To let Agents use the Video Chat Window, make sure that your preferred chat window is enabled for Video Chat.

To set up a Video Chat button:

Log in to the Bold360 Admin Center.
Go to Channels > Chat > Chat Windows.
Select the Chat Window you want to use for Video Chat and click on it.
Note: Currently, Video Chat works only with the Layered Chat window option.
In General, enable the Video Chat checkbox.
Click Save.

Customer experience

The customer starts a Live Chat as per usual.

When the Agent initiates a Video chat, the customer can accept or decline it. If the customer accepts the Video Chat, The Video Chat Window appears.

Before entering the chat room, the customer can:
- Enter a name.
- Mute or unmute the microphone.
- Enable or disable camera.
- Click on the Gear icon to select the camera and microphone they want to use for the chat.
The customer then proceeds to the Video Chat Window.
The customer can click the Hang up button () to Leave the Video Chat.
The customer can re-join the call in two ways.
- They have to click the Re-join Call button () in the Video Chat Window.
- If they closed the Video Chat Window, they have to click the Show call button () in the chat window.

Options in the Video Chat Window for Customers

Microphone: Turn the microphone on or off.

Camera: Enable or disable camera.

Video Chat Settings: Inspect participants and perform additional settings.

Video Chat Setting	Description
	Sets the Video Chat Window to Full screen.
	Sets the layout of participants to grid view or activates the active speaker's video image.
	Participants shows the list of participants in the call.
	In Settings, the customer can enable or disable the following options: Follow active speaker Flip Camera Image They can also: Inspect Session Duration Set audio and video options.

Hang up: If the customer clicks Leave meeting, he or she can leave the Video Chat Window. In this case, the Agent stays actively in the Video Chat Window, and the customer can re-join the session.

For Agents: a guide to the Video Chat Window

Note: A Video Chat can be started within an active chat session with a customer. Only the Agent can initiate Video Chat with a customer.

To start a Video Chat with a customer:

Log in to the Agent Workspace.
Activate the chat with the customer from the chat queue.
At any time during the chat session, click on the camera icon () at the top of the Customer Chat History panel. The Video Chat Preview Window appears.
Before entering the chat room, you can:
- Enter your name.
  Note: If your username is authenticated, you cannot change it.
- Mute or unmute your microphone.
- Enable or disable your camera.
- Click on the Gear icon to select the camera and microphone you want to use for the chat.
If the customer accepts the Video Chat request, the video chat session begins. The Live Chat indicates that there is an ongoing call with the Customer.

While the Video Chat is active, a floating notification appears on the Agent Workspace. Agents can drag this notification anywhere in the Workspace.
- The Show Call button () activates the Video Chat Window if the Video Chat Window is minimized, or another window covers it.
- An Agent can initiate and uphold only one Video Chat instance at once. If an Agent tries to start another Video Chat while another Video Chat is active, they are prompted to confirm if the active Video Chat should be closed. You have to close the existing chat to start a new chat.
- The Video Chat Window closes after 20 minutes of idle state.
Click the Hang up button () to Leave or Close the Video Chat.
- If you want to keep the customer on hold, choose Leave. Leave exits you from the chat room. In this case, the customer remains in the chat room. If the customer does not leave the chat room, you can re-enter the Video Chat Window again.
  You can re-join the call in two ways.
  - Click the Re-join Call button () in the Video Chat Window.
  - If you closed the Video Chat Window, they have to click the Show call button () in the chat window.
- If you want to permanently close the Video Chat Window, click Close. If you close the Video Chat Window, the conversation ends for the customer as well.

For Agents: options in the Video Chat Window

Microphone: Turn your microphone on or off.

Camera: Enable or disable your camera.

Video Chat Settings: You can inspect participants and perform additional settings.

Video Chat Setting	Description
	Sets the Video Chat Window to Full screen.
	Sets the layout of participants to grid view or activates the active speaker's video image.
	Participants shows the list of participants in the call. You can enable or disable cameras and audio devices of other participants.
	In Settings, you can enable or disable the following options: Follow active speaker Flip Camera Image You can also: Inspect Session Duration Set audio and video options.

Hang up: Leave meeting or close meeting according to your needs. Leave meeting puts the customer on hold in the chatroom, Close meeting permanently closes the chat window.

System requirements

The Video Chat supports the following browsers on the respective operating systems:

Windows: Microsoft Edge, Chrome, Mozilla Firefox
MacOS: Safari, Chrome, Mozilla Firefox
iOS: Safari
Android: Chrome, Mozilla Firefox

The following browser versions are supported:

Chrome: Version 79 and newer
Mozilla Firefox: Version 74 and newer
Microsoft Edge: Version 79 and newer
Safari: Version 12 and newer

Note: Safari tends to automatically zoom in when a text input such as the Bold360 chat input field gets focused. This zooming and panning induces bad user experience if the chat window fills the entire browser area, especially when the chat window contains embedded video view. It is strongly recommended to disable Safari's auto-zoom behavior by adding maximum-scale=1 value to the viewport meta tag to the header of the HTML document which embeds the Bold360 layered chat window. An example: <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1">

Welcome to the Genesys
DX Support Center