See some technical tips to help guide a user to successfully join a call.
It is highly recommended for a caller to have reliable wifi when connecting to a call. In case there are call issues, follow these steps to help troubleshoot:
Visitor Video Issues:
- 1st -Ensure they have given access to their camera via their browser.
- Navigate to the top left of the URL (Lock icon on Google Chrome for example - see visual below). Click this to open permissions. Is the camera enabled? Is the right video source selected in the permissions?
.png?width=313&height=192&name=image%20(22).png)
- Navigate to the top left of the URL (Lock icon on Google Chrome for example - see visual below). Click this to open permissions. Is the camera enabled? Is the right video source selected in the permissions?
- 2nd -Try to refresh and call again if still unable to connect.
- 3rd - If still not connecting, have them attempt using another browser or open an incognito window with the same browser.
Visitor Audio Issues:
- 1st - Ensure they have given access to their audio/microphone via their browser.
- Check again with enabling microphone permissions (as shown above). Is the right microphone source selected?
- 2nd - Try clicking the audio symbol again in their video screen (see image on right).
- 3rd - If still not connecting, have them attempt using another browser or open an incognito window with the same browser.
You can ALWAYS revert it back to a text conversation if the one-way video call is unable to connect on their end. The shopper experience comes first, using our video call comes second.