Elevate live chat conversations to a voice/video call
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts | - | - |  Apr 1, 2020 |
Business value
Businesses can offer expanded channel choice to customers by offering the ability to elevate a conversation from live chat to a voice/video call to provide expediency is addressing complex issues.
Feature details
This feature allows organizations to elevate live chats to include voice/video communication. Voice conversations can be more efficient for resolving complex customer issues. Adding video creates a more personal connection with your customer and allows for quick exchanges of visual information.
The feature enables:
- Administrators to configure chats to enable the elevation to voice and video.
- Agents to elevate a text chat to a voice or video conversation with their customers.
- Agents and customers to control their voice or video conversation using common controls like camera on/off, mute/unmute, and end call.