Configuration Steps

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(5)
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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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