Configuration Steps

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Setting Up AWS Chime Account for Video Calling

You can integrate Live Chat with AWS Chime to enable video chat functionality. This involves setting up an AWS Chime account with the necessary permissions and linking it to Sprinklr. To support video recording and transcription, you can additionally configure service-linked roles in AWS and set up

Knowledge Base Article

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Configuration Steps

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Adding video account​

To enable Video call feature, please raise a support ticket with the following details:Partner NamePartner IDSpecify the account you prefer for video calls: Zoom or AWS ChimeAdding AWS Chime account in Sprinklr​1. From quick search, go to Social Accounts.2. Click on ‘Add Account’ and search for AWS

Knowledge Base Article

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Configuration Steps

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Manage Video Call Case Creation

Creating CaseCreate a rule for routingWhen a customer initiates the video call, the case could be either already beAssigned to an agentUnassigned/Assigned to bot​If the case is assigned to an agent when a video call is initiated, the routing logic should be that the video call should be assigned to

Knowledge Base Article

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Configuration Steps

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Chat Action for Video Call

This is only required for customer-initiated video calls.Configure Chat Action for Video CallAdd the chat action for a video call. Note that it will not be displayed automatically to the customer; it needs to be enabled through the Rule Engine.Navigate to Live Chat Care and either edit an existing a

Knowledge Base Article

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Configuration Steps

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Configure and Publish Video Call Asset

​This is only required for customer-initiated video callsCreate Video Call AssetGo to Digital Asset Manager → Create Asset → Omni Chat templatesSelect Channel as Sprinklr Live chat and Template Type as CardIn the button CTA, under the action, select Sprinklr Video Call​Publish Video Call AssetOnce t

Knowledge Base Article

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Configuration Steps

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Configure an Information Card with Video Call

This is only required for customer-initiated video calls.Configure an Information Card with the Video Call ActionNavigate to Live Chat Care and either edit an existing application or create a new one.Go to Personalize Your Live Chat and then to Home Screen.Under Cards, add the Information Card.Choos

Knowledge Base Article

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Configuration Steps

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