This edition of the Visual Support console brings a new set of enhancements to the SightCall experience, focused on making administration simpler, live sessions more efficient, and post-session follow-up more actionable.


Additional Value – What This Means for You

With these enhancements, the new SightCall console delivers improvements across the full workflow:

• For admins: more control over invitations, templates, and outbound channels. 
• For live sessions: faster capture of text, codes, and guest-shared images. 
• For post-session work: better feedback collection, activity visibility, and editing tools. 

Overall, these updates help teams communicate more effectively, capture richer contextual information, and streamline post-session follow-up in the new console. These updates improve how teams configure outbound communications, capture information during sessions, and review activities after the call.

Depending on tenant configuration, availability may differ for your specific tenants. Contact your Success Manager or our Support Team for guidance on availability.

Pre-session Invitation Enhancements

Message Templates

Admins can now create and manage notification templates directly in the Admin Portal and assign them to specific routings for more localized, use-case-specific communication.

Templates support SMS, Email, and WhatsApp notifications, with default templates available in six languages to accelerate setup. 

The Value – What This Means for You

• Configure outbound communications more quickly. 
• Tailor messaging to specific workflows and customer journeys. 
• Centralize notification management in one place. 

New Professional HTML Email Invitations

A redesigned, responsive HTML email invitation template is now available to provide a more polished and secure invitation experience. These templates are designed for easier branding, better readability, and improved localization.

Available languages include English, French, German, Spanish, Portuguese, and Italian. Admins can customize templates directly from the Admin Portal in the Message Templates section. 

The Value – What This Means for You

• Deliver a more modern and professional invitation experience. 
• Improve message consistency across customer-facing workflows. 
• Support localized communication more easily across global teams.

New WhatsApp Outbound Channel

SightCall now supports WhatsApp as an outbound invitation channel, giving teams another way to connect with customers through a familiar communication channel.

This enhancement makes it easier for admins to configure outreach while helping organizations meet customers where they already communicate. 

The Value – What This Means for You

• Expand outreach beyond email and SMS. 
• Improve engagement by using a channel customers already know. 
• Give teams more flexibility in how they initiate sessions.

New & Enhanced Features in the New Console

Improved Virtual Background 

feature - it can be configured across 3 levels

• Admin can configure tenant wide Virtual backgrounds options ("Virtual Background", previously in Appearance menu, is now promoted to be directly under Setup)
• Admin can further enforce the selected virtual background for each Call configuration
  
• If admin does not configured an enforced selection, the agent can select it directly in the agent console's setting, or during the session!
  

Enhanced OCR Scanner

The OCR Scanner introduces a cleaner flow for extracting text directly from the guest’s video feed. A dedicated OCR button can be enabled from the Admin Portal, and each scan generates an activity containing both the extracted text and the source image. 

The Value – What This Means for You

• Capture text from labels, stickers, documents, or screens more efficiently. 
• Reduce manual transcription during live sessions. 
• Preserve extracted content as part of the session record. 

Enhanced Code Scanner

The new Code Scanner experience streamlines live code capture with fast, automatic detection once activated. It supports QR codes, barcodes, and Datamatrix codes, and each scan creates an activity containing a snapshot, code type, and decoded value. 

The Value – What This Means for You

• Speed up identification of products, parts, or assets during a session. 
• Reduce friction for agents by simplifying the scan flow. 
• Maintain a clear audit trail of scanned information. 

Enhanced Share Image from Gallery

Agents can now request images directly from the guest’s device, making it easier to work with pre-captured photos when issues are intermittent, difficult to reproduce, or no longer visible live.

Shared images behave like standard Moments: they are visible to both participants, can be annotated in real time, and are saved as session activities. 

The Value – What This Means for You

• Troubleshoot issues that are not visible during the live call. 
• Work more effectively with photos already captured by the guest. 
• Keep shared images as part of the documented session history. 

Post-session Enhancements

Enhanced Post-session Survey

The Post-session Survey experience has been refreshed with a cleaner interface and more structured feedback collection.

For higher ratings, guests can leave a comment. For lower ratings, guests can select issue categories such as connection, audio, or video problems, then provide additional detail. Survey data includes score, issues, and comments, and low ratings can automatically trigger a Support ticket. The survey flow also supports multiple surveys within the same meeting session if a guest rejoins. 

The Value – What This Means for You

• Collect more actionable customer feedback. 
• Better understand the reasons behind poor session experiences. 
• Accelerate follow-up when customer satisfaction is low. 

Enhanced Post-Session Activity Management

The Post-Session Page now features an activity-first layout designed to help agents review what was captured during the session more quickly and clearly, then if configured, the agents can select only the important ones to generate a post-session PDF report for emailing or storage.

Agents can use previews, filters, selection controls, and both grid and list views to navigate activities more effectively. 

The Value – What This Means for You

• Improve wrap-up efficiency after each session. 
• Make captured content easier to review and organize. 
• Support better documentation and handoff workflows. 

New Inline Editing

Agents can now edit activity fields directly from the post-call experience, including titles, notes, and metadata. Activities can also be deleted if needed, and editing is available in both list and grid views. 

The Value – What This Means for You

• Refine activity data after the session ends. 
• Improve record quality without extra steps. 
• Give agents more flexibility during wrap-up.

New Activities History

A new Activities tab is now available in Session Details for past, ongoing, or disconnected sessions. This tab displays the full list of session activities and allows teams to review information without reopening the session. 

The Value – What This Means for You

• Access session evidence more easily across the session lifecycle. 
• Review prior interactions more efficiently. 
• Support follow-up work with less friction. 

Availability Notes

These enhancements are designed to support the evolution of the new SightCall console experience. 

Some capabilities may not yet be available in the new console. Please contact your Success Manager or Support Team for complete availability guidelines for your tenant.