Guests and attendees can connect to a visual support session using the Visual Support app, a browser using WebRTC, or the No-App Experience. These connection modes are configured in use cases.
For details about guest connection modes, refer to SightCall guest connection modes.
Connection modes
There are four primary connection modes available in the use case settings.
|
Guest connection mode |
Guest connects via |
Benefits |
Considerations |
|
App |
App/Plugin |
Supports all SightCall features and best overall experience |
Requires app download |
|
WebRTC |
Browser |
No app required |
Some features are not available in the browser |
|
No-App Experience |
Uses Google Play Instant App or Apple App Clip |
No app installation from app store required Supports most SightCall features |
Requires newer versions of iOS and Android Requires app store access |
|
Choice |
Provides a primary and a secondary option for the guest to use |
Guest chooses connection type based upon options in use case |
See considerations above |
The available combinations of these options include:
- App Only = Guest will connect via App / Plugin.
- WebRTC Only = Guest will connect via Web Browser.
- App - WebRTC = Guest will connect via App / Plugin if App is already installed. Otherwise, a Guest will connect via Web Browser.
- Choice = Guest will go to a webpage asking them to choose whether to connect via App / Plugin or via Web Browser.
- No App = The user must use either the No-App Experience or the Visual Support app.
- No App – WebRTC = The user uses the No-App Experience or WebRTC if the No-App Experience is not available.
- No App – Choice = The user has the option to use the No-App Experience or WebRTC.
Selecting a Guest Connection Mode
You must have access to the admin portal (admin.sightcall.com) to follow this process.
To select a guest connection mode, create or copy an existing use case and modify it to use one of the options below.
- From the admin console, select Use Cases under the Tenant section.
- Create a new use case using Code +Add Use Case (1) or duplicate an existing one using the Duplicate icon (2).
- Tip: The use case must be associated with one or more users (3). You can add or modify users at the end of this procedure.
- Tip: The use case must be associated with one or more users (3). You can add or modify users at the end of this procedure.
- On the Use Case General Setup page, enter a Use Case Name. Consider using a description including the connection mode so you can easily identify the use case.
- Select one of the options in the Guest Connection Mode drop-down.
- Select Visual Support for the Web Template drop-down.
- Optional: If you are using multiparty, check Multiparty and set Attendee Connection Mode to the option that you want.
- Optional (recommended for No-App Experience): Set Code auto deleted to No.
- Select Submit.
- Select Users, the last option along the top-navigation. Select one or more users to associate with the use case.
- Select Submit.
The Guest Connection Mode is now enabled. To see the changes, any logged-in agents will have to refresh the console or log out and log back in.
Refer to Associating a use case to a user for additional information on associating users with use cases.