Video escalation lets you upgrade a text chat conversation to a face-to-face video call on Zoom or Webex. When a visitor needs more than text-based support, an agent can send a one-click meeting link directly in the chat.
How It Works
- Visitor and agent are in a live text chat
- Agent determines that video would be more effective (complex demos, screen sharing, visual troubleshooting)
- Agent sends a video meeting link to the visitor through the chat
- Visitor clicks the link and joins the Zoom or Webex meeting in their browser or desktop app
Setting Up Video Escalation
There are two approaches to video escalation:
Approach 1: AI Action with Meeting Link
Create an AI Action that displays a meeting button when the conversation warrants a video call.
Create the Action
Go to My Widgets > your widget > AI Actions. Click Add Action.
Configure
- Action Type: Show Button or Iframe Only
- Action Name:
Start_Video_Call - When to use: "When the agent or visitor asks for a video call, screen share, or face-to-face meeting"
- Triggered response: "Here is a link to join a video call with our team:"
- Show action button: Checked
- Button Label: Join Video Call
- Button URL: Your Zoom or Webex meeting link
Save
Click Save Action. When the AI detects a request for video, it displays the meeting button in the chat.
Approach 2: Agent-Triggered Action
Create an Agent Manually Triggered action that agents can fire from their chat platform when they decide a video call is needed. This gives agents control over when to offer video rather than relying on AI detection.
Using Zoom Meeting Links
For Zoom, use your Personal Meeting Room link or create a recurring meeting link that agents can share:
https://zoom.us/j/YOUR_MEETING_IDVisitors click the link and join via their browser or the Zoom app.
Using Webex Meeting Links
For Webex, use your Personal Room link:
https://meet.webex.com/meet/YOUR_USERNAMEVisitors click and join via their browser or the Webex app.
When to Use Video Escalation
- Product demos - Walking a prospect through your product with screen sharing
- Technical troubleshooting - Seeing the visitor's screen to diagnose issues
- Complex onboarding - Guiding new users through setup steps
- High-value sales conversations - Building rapport with face-to-face interaction
Best Practices
- Use a dedicated meeting room link so agents do not need to create a new meeting for each chat
- Set the trigger description carefully so video is only offered when appropriate, not for simple questions
- Let visitors know the call is optional, as some may prefer to continue with text chat
Frequently Asked Questions
Does the video call happen inside the chat widget?
No. The chat widget displays a link or button that opens Zoom or Webex in a new tab or the native app. The text chat remains available alongside the video call.
Can I use other video platforms?
Yes. The button action accepts any URL. You can use Google Meet, Microsoft Teams meeting links, or any other video conferencing URL.
Is the meeting recorded?
Recording is controlled by your Zoom or Webex settings, not by Social Intents. Configure recording preferences in your video platform's settings.