Overview
Video Elevation is an integrated solution that gives 8x8 Engage/XF Workspace users the ability to solve issues first time, by sending out a link that allows a phone call to be elevated with additional video feed.
To be able to use the service on 8x8 Engage/XF Workspace, you don’t need to have SMS set up on your account. The SMS account is registered to 8x8. For the Contact Center Video Elevation solution, the SMS numbers would be registered with the customer account, not 8x8 - see Video Elevation for 8x8 Agent Workspace.
Applies To
8x8 Engage
8x8 XF Workspace
Procedure
Agent flow
During the call, click ‘Video Invite’ to switch your call to a video meeting.
In the Video Invitation dialog enter the customer’s number in the ‘To’ field. When the ‘Send’ button is selected, the customer will receive a link via SMS which they should click.
Important! When entering the customer’s number make sure to add the country code as well.
After the SMS is sent, the video pop-up will be displayed.
Customer Flow
The customer will receive the SMS on their phone with a clickable link.
After the customer clicks on that link, their browser will be brought in the foreground opening the Video Elevation Meeting.
An ‘Allow’ button will appear. The customer needs to select ‘Allow’ in order for the video to be shared.
Once the customer can share their video, they will be able to see what they are sharing with the 8x8 Engage/XF Workspace.
The 8x8 Engage/XF Workspace user can guide them where they need them to point the camera.
Features
Sharing Video
The 8x8 Engage/XF Workspace user can see what their customers see.
Screenshot
The 8x8 Engage/XF Workspace user can use the screenshot button to capture the customer’s problem.
Important! The customer is not given a notification that the screenshot is taken. The permission should be given in the call by the customer.
Camera View Control
The 8x8 Engage/XF Workspace user can select to change the view of the camera, so they can view the customer's face for identification. When an 8x8 Engage/XF Workspace user requests this, the customer has to approve it for it to happen.
Location
The 8x8 Engage/XF Workspace user can request details about the customer’s location. When the 8x8 Engage/XF Workspace user requests the location, the customer is prompted with a dialog to give their approval.
Access video history from 8x8 Engage/XF Workspace
Customers can find past video interactions in the Meetings -> Past Meetings tab.
Access customer screenshots and location
Information taken while on a video call interaction can be found when clicking the video interaction from the Past Meetings tab.
FAQs
Is there anything that the customer needs in order to open the link?
The customer just needs to have a phone with internet access.
Are there any charges for the customer receiving the SMS?
There aren’t any charges, however, if the customer is not on WIFI, they could be charged for using their data.
Can I change the number which I send the SMS to?
Yes, you can, but be aware that if you are sending to a different country, there are sometimes different regulations for SMS, so we can not guarantee delivery.
Can the text message sent to customers be edited before sending?
Agents cannot edit the text message at the time of sending. Starting with 8x8 Work for Desktop and 8x8 Work Web v8.38, administrators can customize the message text for the whole organization in 8x8 Admin Console, under Work Apps Settings. Setting the message centrally keeps the customer experience consistent and prevents misuse.
How do I customize the video elevation SMS message?
Administrators customize the message text in 8x8 Admin Console. The field is pre-filled with the default message, which you can replace with your own text. The change applies to every video elevation message sent from that point onward.
Sign in to 8x8 Admin Console.
Go to Work Apps Settings > 8×8 Engage Settings > Custom SMS message for Video Invite.
Enter your message text in the dedicated field, replacing the default text.
Click Save. The custom message is saved and applies to messages sent from that point onward. You can apply the setting to all profile policies or choose a dedicated one to customize the SMS message.
Note:
The default message is: %%AgentName%% invited you to a video meeting. To join, click here:. This text is followed by the meeting link and the closing line "Do not reply. One time use only.". Both elements are automatically added by 8×8 Work and are not part of the editable text and cannot be removed.
Custom the message for Video Invite from Admin Console > Work Apps Settings > 8×8 Engage Settings
Default Video Invite message in 8×8 Engage
Which parts of the video elevation SMS message can I customize?
Only the message text is editable in 8x8 Admin Console. The meeting link and the closing line "Do not reply. One time use only." are generated by 8x8 Work and appended to every message automatically.
Message element | Customizable | Detail |
|---|---|---|
Message text | Yes | The text an administrator enters in 8x8 Admin Console. |
Meeting link | No | 8x8 Work generates and appends the meeting link to every message. |
"Do not reply. One time use only." | No | 8x8 Work appends this line to the end of every message. |
Example of edited message:
8x8 Engage settings section with the video elevation message field edited:
Video Invite message with the text changed:
How do I include the agent's name in the video elevation SMS message?
Type %%AgentName%% in the message field at the point where the agent's name should appear. 8x8 Work replaces this variable with the name of the agent who sends the invite, so each customer sees the name of the person they spoke to. The variable is case-sensitive and must include the double percent signs on both sides.
Custom SMS message with %%AgentName%% included:
Video Invite message with the agent name included:
What happens if I leave the video elevation message field blank?
The message reverts to the default text. Deleting a custom message does not send a blank SMS to customers, even though the field itself stays empty in 8x8 Admin Console > Work Apps Settings.
Some customers mark the Video Elevation SMS as spam. How can this be prevented?
Agents should pre-inform customers about Video Elevation invites with a message like: "You will receive a secure text message containing a link to join a brief video session." This manages expectations and reduces spam flagging.
What is the storage policy for screenshots and video recordings, and can admins access them?
Screenshots and video recordings follow the customer’s existing storage policy. By default, recordings and screenshots can only be seen by the agent who captured them. There is also a share meeting capability that can be used to share Video Elevation data when needed.
Does Video Elevation have Analytics reporting?
We do support Video Elevation analytics via Analytics for Contact Center. See New Feature-Video SMS sent for more information.