Omnichannel widget
The omnichannel widget is a great way to offer your customer an embedded video experience, which makes it very easy for a customer to start or schedule a video call or maybe even to enable co-browsing for customers. This article gives some insight into how the omnichannel widget can be used by the customer.
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Navigating the omnichannel widget
If the omnichannel widget is installed on your website, the customer can start a call, schedule a call or, if it's enabled, start a co-browsing session from the widget. When they open the widget, a menu will pop up showing the options that are enabled for the widget.
Start a call now
If the customer wants to speak to an agent immediately, they can do so by clicking the "Start a call now" button. They can subsequently select if they want an audio call or a video call. They can then fill in a name and an email address and will then be redirected to an agent. If there is no agent available, they can schedule an appointment (if this setting is turned on).
Schedule a call
If the customer doesn't want to have a meeting right at that moment, they can also decide to schedule a meeting for later. To schedule a call, they can click "Schedule a call", then they will get a booking form with available dates and times. There, they are able to fill in a name, email address, phone number and any additional fields that the particular meeting type has. They can also opt for scheduling a meeting if there are no agents available to respond to the call when they wanted to start a call immediately.
Co-browsing integration
If you are already in a call with a customer, or just want to start a co-browsing session with the customer, you can generate a code from within the meeting room for co-browsing. You would then pass this code on to the customer and the customer will have to fill it in in the omnichannel widget. To learn more about co-browsing, read our co-browsing article.
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