While Rescue Live Guide is just the right tool for a customer and an agent to co-browse a webpage and solve digital tasks remotely, sometimes they can benefit from making the interaction more personal by being able to see each other during the process. The two-way video feature makes this possible by allowing one or both of them to share their webcams.
Note: The availability of this feature depends on a permission granted by a Rescue Live Guide Administrator.
Browser Requirements
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Desktop
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Two-way video is available in the following browsers:
- Chrome
- Firefox
- Safari
- Edge
We recommend that you use the latest version of a supported browser.
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Android
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Two-way video is available in the following browsers:
- Chrome
- Samsung Internet Browser
We recommend that you use the latest version of a supported browser.
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iOS
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The latest version of Safari is recommended.
Note: Chrome allows users to see the camera image of the other participant, but sharing one's own camera is NOT supported.
Managing Two-Way Video during a Session
During an active co-browse session, one or both parties can share their webcam, and have the option of turning it off at any point.
- On the session toolbar, click the Turn on Camera button.
Figure 1. Agent camera button
Figure 2. Customer camera button
- For the first time you try to share your camera in the given browser, you are prompted to grant permission to access your camera.
Note: This step is not required for subsequent attempts as long as you use the same browser and the permission is not disabled in your browser settings.
- Select the camera you want to share, and preview how others will see you. When you are ready for the other party to see you, click Share.
Important: The camera you choose here cannot be modified later during the session.
Result: The video/audio widget appears for both parties.
Note:
- You can freely reposition the video widget anywhere on the co-browse tab by drag and drop.
- To resize the video widget, hover over the edge/corner of the widget and drag the opposing arrow.
- You can collapse/expand the video widget by clicking the Collapse camera/Expand camera button in the widget.
Remember: If you have shared your camera, the other party will be able to see you even when your widget is collapsed.
- To stop sharing your video, simply click the camera button on the toolbar or in the video widget.
Tip: You can start and stop sharing your camera as many times as you want during a session.