Meet Audio
You can communicate with customers and managers via Channel Talk without having to use a phone numberChannel Talk offers calls for both customers and managers called meets, which are divided into audio, and video meets.
Meet Audio & Video
Communicate with customers via audio or video within the same consultation, without needing to issue a phone number.
Capabilities: Conduct audio and video meetings within an ongoing chat, ensuring continuous communication with the representative.
Consultation type: These interactions are categorized as chats, as they occur within the chat environment.
You can configure Meet to allow customers to initiate an audio meet with you.
How-to: Go to [Channel Settings] → [Meets] → [Voice, Video Meets].
Setup: Once configured, a button to start a meet will appear on the customer's chat screen.
Visibility: The meet button will only be visible if the chat is staffed. When a customer initiates a meet, the assigned staff member's device will ring.
Offline Customers: If the customer is offline, a link to the meet can be sent via a follow-up notification.
The Meet button appears on the chat screen under the following conditions:
When Meet Audio and Video are turned ON
How-to: [Channel Settings] - [Meet] - [Meet Audio/Video] ON
When the chat is assigned to an assignee
When the chat's input window is open
Accepting Meet Requests
Accepting a Meet: When it rings, press the blue check button to accept the voice meet.
Ring Duration: The ring will last for up to 120 seconds.
Ring Sound: The sound of the meet ring cannot be changed separately.
If a customer doesn't respond to a voice meet that you initiated, a missed voice meet indicator will appear in User Chat.
Missed Meet Details: You can view the reason for the missed meet and tap "Open meet" to resume the voice meet with the customer.
Visibility: The reason for the missed meet is only visible through the Channel Admins' screen. The customer will see it as an ended meet.
You can't send a meet in a chat opened with an external messenger, so the meet button is not exposed.
Initiate a Meet: While in a conversation with a customer, open a meet by pressing the [Meet] button.
Click [Meet] - [Meet Audio] at the top of your inbox.
Notification for Customer Response
Online Customers: If the customer is online, they'll receive a ring notification.
Offline Customers: If the customer is offline, they'll receive a follow-up text
You can open a meet in a new chat by pressing the [Meet] button from the customer profile details screen.
Directions:
Navigate to the customer's detailed profile screen.
Click [Meet].
Select [Voice Meet].
Meets opened through internal chats are only visible for the admins and will not show up on the customer's screen.
If you need to quickly communicate between managers involved in a chat, utilize an internal internal meet. You can utilize voice or video meets to share updates and collaborate efficiently.
How-to:
Tap the [Meet] button at the top of the inbox.
Click [Meet Audio] at the bottom of the internal meet to initiate a meet with the participating manager.
Internal conversation meets will be indicated by an orange-colored window.
Team Audio Meet / Team Video Meet can be utilized without an operator seat.
You can also use Audio Meets in chat rooms or direct messages in Team Chat. Simply click the [Meet] - [Meet Audio] button at the top of Team Chat to organize a meeting between managers.
Additionally, you have the option to switch to a video conference by pressing the video button
Microphone permissions are required to conduct a voice meet with a customer. Follow the steps below to grant microphone permissions on your platform.
If the meet doesn't go through after setting permissions, please refresh the page and try again.
Chrome
Quick Settings:
If you already have microphone permissions blocked, you can quickly change them via the Microphone Permissions button on the right side of your browser's address bar.
After setting, refresh the page and you're good to go!
Can't find quick settings?
Click the [See more] button on the top right corner and click [Settings]
[Privacy and Security] - [Site Settings]
[Permissions] - [Microphone]
Check whether you have enabled "Sites can ask to use your microphone" and ensure (desk.channel.io) is not blocked.
Before using Meet Audio, please grant microphone permissions shown in the top left corner.
If the above settings don't work, please check if the microphone permission is not allowed for the Chrome app in your operating system (Windows/Mac) settings
Safari
Navigate to [Safari] - [Settings]
2. Ensure that microphone access is allowed for desk.channel.io under [Website] - [Microphone]
iOS Web Browser
Go to [Settings] - [Browser App you use]
Example) Chrome
Navigate to [Settings] - [Chrome]
Please enable access to your microphone and camera, then return to Chrome.
Due to the nature of the Chrome app, changing the settings will terminate the existing meet, so please try the meet again.
Android Web Browser
Go to [Settings] - [Applications] - [Browser App you use] - [Permissions] - [Microphone] and allow access.
After allowing access, go back to the Meet window and press the microphone button again, then click the [Allow] button in the popup to enable microphone use.
Windows Channel Talk App
Navigate to [System Preferences] - [Privacy & Security] - [Microphone], and allow microphone access and the Channel.io app to access the microphone.
After setting up, you must turn off and on the Channel Talk app for the permissions to take effect.[Channel Talk Admin program top left icon] - [Channel Talk] - [Quit].
Mac Channel Talk App
Navigate to [System Settings] - [Privacy & Security] - [Microphone]
Grant Channel Talk access to your microphone
iOS Channel Talk App
Navigate to [Settings] - [Channel Talk] and grant the app access to your microphone.
Android Channel Talk App
Navigate to [Settings]-[Apps] and select Channel Talk
Allow access to your microphone.
View the history of user chat Meets, and team Meets you've made with Channel Talk in the mobile app. Quickly find your last customer contacted or your favorite team member and give them a call!
Only supported through the Channel Talk mobile app.
When there is no meet history
If you don't have a meet history, you'll see a blank screen
If you have at least 3 customers who have chatted with you in user chat in the last 30 days and saved to [Inbox] - [My Sessions], you will see up to 10 suggested customers.
When you click on a recommended customer, you'll be directed to a Meet Audio
If you long-press on a recommended customer, you'll see the option to Audio or video meet.
Types of Records
Common
Among the Meets where the ring rang for me, records of Meets where I am the 'person in charge' are kept.
The customer's name and the start time of the Meet are displayed.
If the Meet was conducted by a manager through an internal chat, a icon will be visible, and clicking it will not trigger the Meet again.
Meets that were invited by other managers but were not accepted will be labeled as ‘Invited by {Agent's Name}’.
Meet Audio
Incoming Meet Audio: Records of voice Meets where the customer called the manager.
Outgoing Meet Audio: Records of voice Meets where the manager called the customer.
Missed Meet Audio: Records of voice Meets initiated by the customer that were not answered by anyone.
Meet Video
Incoming Meet Video: Records of video Meets where the customer called the manager.
Outgoing Meet Video: Records of video Meets where the manager called the customer.
Missed Meet Video: Records of video Meets initiated by the customer that were not answered by anyone.
Records are kept for up to 6 months, and older records are deleted.
You can delete specific records by pressing and holding them.
To delete all records, go to [Top right `…` → Delete all call records → Delete].
You can initiate a Meet by pressing a Meet record. In this case, the Meet will connect using the method indicated in each record.
For missed Meets where [Call] has already been attempted, a popup saying “This missed call has already been handled” will appear, and clicking [Call] will connect to a new Meet.
Records with a lock icon , indicating they were conducted through internal conversation, cannot be clicked to initiate another Meet.
When There Are No Meet Records
If there are no Meet records, a blank screen is displayed.
If you have exchanged direct messages with at least three agents in the past 30 days, up to ten recommended agnets will be shown.
Clicking a recommended agent will initiate a voice Meet with that customer.
By pressing and holding a recommended customer, you will see options to choose betweena audio Meet, or a video Meet.
Team Meet Audio/Video
Incoming Meet Audio/Video: Records of audio/video Meets that I participated in.
Outgoing Meet Audio/Video: Records of audio/video Meets that I initiated.
Invited Meet Audio/Video: Records of audio/video Meets that I was invited to but did not join.
Records are kept for up to 6 months, and older records are deleted.
You can delete specific records by pressing and holding them.
To delete all records, go to [Top right `…` → Delete all call records → Delete].
Click the Meet icon at the bottom right → Search for a agent/chat room to initiate a Meet.
Chat room search results are sorted in the following order: Public Group Rooms > Private Group Rooms > Direct Messages, and then alphabetically.
Holding onto a Agent's name will give you the option of a Meet Audio/Video.
You can initiate a Meet by pressing a Meet record. The Meet will connect using the method indicated in each record.
For example, audio Meets will connect as audio Meets, and video Meets will connect as video Meets.
When you press a conversation room Meet record, if a Meet is already in progress in that conversation room, a popup will appear allowing you to choose to join.
Clicking the info icon next to a Meet record will take you to the Team Chat screen where that Meet occurred.
An error message saying 'Internal Meets cannot be returned' is displayed.
Meets conducted through internal conversations show a icon and cannot be re-initiated by clicking.