Join and run a video call

When a customer is waiting in your queue, you can start a video call directly from the Dashboard. This page explains how to join a call, what you will see once you are in, and how to handle common issues.

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Prerequisites

• You are logged in to Univerx
• Your camera and microphone are allowed in your browser
• No other applications are using your camera or microphone

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Where calls come from

Customers are placed in a queue when they click the video support button on your company’s website. You will see them appear in the Customer queue table on your Dashboard. Each row shows:

• Customer name — the customer’s name (or “Unknown” if not provided)
• Current page — the page on your website the customer is viewing
• Wait time — how long they have been waiting
• SLA status — a colour-coded badge: Good (green), Warning (yellow), or Critical (red)
• Consent status — whether the customer has given recording consent: Granted or Pending
• Actions — a Join button to start the call

Note

The longer a customer waits, the SLA status badge changes from Good to Warning to Critical. Prioritise customers with a Critical or Warning badge to keep wait times low.

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Join a call

1. On the Dashboard, find the customer you want to call in the Customer queue table.
2. Click Join in the Actions column next to that customer.
3. The button changes to Joining… while the call is being set up.
4. You are taken to the video call screen automatically.

Tip

A Pre-call information panel opens on the right side of the video call screen. It shows the customer’s details (name, email, phone, company, queue) and their previous interactions with your team. Review it before engaging the customer.

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What you see during a call

Once you are in the video call, you will see:

• The video feed — your video and the customer’s video
• A status bar at the top showing: Session ID, Consent status, Recording status, Network quality, Masking status
• Floating action buttons on the right side for extra tools (see below)
• The call header with the customer’s name and participant count

Floating action buttons

These buttons appear on the right side of the call screen. Click any to open a panel:

Button	What it does
Customer information	Shows the pre-call info panel with customer details and history
Co-browsing	Lets you see and interact with the customer’s browser (they must approve)
Share form	Opens a form from your library to share with the customer during the call
Session notes	Opens a notepad. Notes auto-save every 5 seconds
Battlecards	Opens your team’s battlecard library for talking points

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Camera and microphone controls

Camera and microphone controls are built into the video call interface that appears in the main call area.

General guidance:

• To mute yourself: click the microphone icon in the bottom toolbar. Click again to unmute.
• To turn off your camera: click the camera icon in the bottom toolbar. Click again to turn it back on.
• Always mute when you are not speaking to reduce background noise for the customer.

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Use co-browsing

Co-browsing lets you see what the customer sees in their browser and, with their approval, take control to guide them.

1. Click the Co-browsing button (the floating action button on the right).
2. The panel shows “Waiting for customer to share screen…” while the customer accepts the request.
3. Once the customer approves, you can see their browser.
4. To request control of their browser, click the control request button. The panel shows “Waiting for customer to approve control request…”
5. Once approved, the panel shows “You have control of the customer’s browser”.
6. To stop co-browsing, click Stop.

Caution

Never use browser control to make changes the customer has not agreed to. Always explain what you are about to do before requesting control.

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Take session notes

1. Click the Session notes button (the floating action button on the right).
2. Type your notes in the text area. The label reads “Take notes during the call…”
3. Notes auto-save every 5 seconds. You will see “Saved at [time]” when saved.
4. You can also click Save now to save immediately.

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End a call

1. Click End call in the top-right area of the call screen.
2. A confirmation modal appears: “Are you sure you want to end this video call? This action cannot be undone.”
3. Confirm to end the call.

You are returned to the Dashboard.

Note

If the customer’s side ends the call first, you may see a “Meeting ended” screen with the message: “The meeting has been terminated by the moderator. Redirecting to dashboard in 5 seconds…” You can also click Go to dashboard to return immediately.

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Troubleshooting during a call

No audio from the customer

• Check that your speakers or headset are plugged in and set as the default audio device in your computer’s sound settings.
• Confirm the customer is not muted on their end.
• Try refreshing the browser tab (you will rejoin the call).

Customer cannot hear you

• Check that you are not muted (the microphone icon should not have a line through it).
• Make sure your browser has microphone permission for Univerx. See Log in and set up for how to check.
• Close other apps (Teams, Zoom, Slack) that may be holding the microphone.

No video (black screen)

• Check that your camera is turned on (the camera icon should not have a line through it).
• Make sure your browser has camera permission for Univerx.
• Check that another app is not using your camera at the same time.
• Try a different USB port if you use an external webcam.

Call drops unexpectedly

• Check your internet connection. Open another website to verify you still have connectivity.
• Return to the Dashboard and click Join again for the same customer if they are still in the queue.
• If the issue persists, contact your IT team with the Session ID shown in the status bar (top of the call screen).

Network quality warning

• The status bar at the top of the call shows Network quality. If it shows poor or offline, your connection is unstable.
• Move closer to your Wi-Fi router, or connect with an ethernet cable if possible.
• Closing other browser tabs and background applications can also improve connection quality.

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What happens next

After the call ends, check your session notes and follow up on any actions you noted during the call.

After-call wrap-up What to do after a call ends — notes, follow-up steps, and common mistakes.