About this piece

A help center guide for a video-calling feature. To support feature adoption and reduce support tickets, I worked with the product team to understand the workflow, captured screenshots in a test environment, and created concise, task-based documentation. This piece demonstrates clear, low-friction instructional writing focused on helping users quickly complete a single task.

You can start video calls with customers while connected in Live Support. This guide will show how to start and join a call.

For an overview of the Video and Voice application and how to implement it, see Video and Voice for Live Support: Overview.

Set up the video call and invite a user.

Join a Live Support chat to access video calling.

  1. In the Live Support chat page, select the Video call icon.

  2. In the pop-up that appears, click Accept to grant the necessary browser permissions.

  3. Select Video Setup.

  4. Select Start video client. A new tab will open in your browser where you can join the video chat.

  5. Select the Copy button to copy the invite link.

  6. Paste the link into the chat and send it.

Join the call

  1. After setting up the call and inviting the customer, go to the Video Client page you opened when setting up the call.

  2. Enter your name into the Name field.

  3. Select Enter Meeting.

  4. Adjust the sound and display settings to your preference, then select Join Meeting.