Customer Experience

Public · End-User Flow

This section explains the end-to-end experience a website visitor goes through when using the iCalls Video Support Widget — from opening the widget to completing a live video call.

Overview (Customer Video Call Flow)

The Live Support widget is the first interaction point for visitors who need real-time assistance. It appears as a floating widget on the website and allows users to initiate a video call instantly.

What the User Sees
  • Popup titled “Welcome to Live Support”
  • Input fields:
    • Name
    • Country Code
    • Phone Number
  • Send OTP button
  • Floating Video Help Desk button
What Happens
  1. The visitor clicks the Live Support widget
  2. They enter their name and phone number
  3. Clicking Send OTP starts verification
Why This Step Is Important
  • Identifies the caller before connecting
  • Prevents spam and unauthorized access
  • Enables call tracking and history
...
🔐 OTP Verification

To ensure secure access, users must verify their phone number using a One-Time Password (OTP).

What the User Sees
  • OTP input field
  • Phone number displayed for confirmation
  • OTP expiry countdown timer
  • Verify & Join button
What Happens
  1. An OTP is sent to the provided phone number
  2. User enters the OTP before it expires
  3. On success, user proceeds to the pre-call setup screen
Security Benefits
  • Prevents fake or automated calls
  • Ensures traceability and compliance
  • Enhances trust for both customer and agent
...
🎥 Pre-Call Setup Screen

Before joining the video call, users can configure audio, video, and background settings.

What the User Sees
  • Camera preview (or placeholder)
  • Microphone selector
  • Camera toggle
  • Start Video Chat button
  • Background options:
    • Blur background
    • Upload custom background
Best Practices for Users
  • Allow browser permissions for camera and microphone
  • Test audio before joining
  • Use background blur for privacy
...
📹 Video Call Interface

This is the main live video interaction screen between the customer and the agent (or AI agent).

What the User Sees
  • Split-screen layout:
    • Customer video
    • Agent / SupportBot video
  • Participant names displayed
  • Real-time audio and video feed
Key Features
  • High-quality WebRTC video
  • Low-latency communication
  • Secure peer-to-peer connection
...
🎛 In-Call Controls
Available Controls
  • Microphone — Mute / Unmute
  • Camera — Turn On / Off
  • Share Screen — Entire screen or specific tab
  • Leave — End the call immediately
User Actions
  • Mute microphone when not speaking
  • Turn off camera for privacy
  • Share screen for troubleshooting or demos
...
🌫 Background & Privacy Options

iCalls provides built-in privacy-focused background features.

Available Options
  • Blur Background — Soft blur applied
  • Upload Background — Custom image
  • Disable Effects — Restore original feed
Use Cases
  • Work-from-home privacy
  • Branded backgrounds for businesses
  • Professional video appearance
...
💬 In-Call Chat

The in-call chat allows users to send text messages during the video session.

What the User Sees
  • Slide-in messages panel
  • Text input box
  • Send button
When to Use Chat
  • Sharing links or references
  • Silent communication during calls
  • Backup if audio issues occur

Messages are visible only to call participants and close automatically when the call ends.

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🔚 Ending the Call
How the Call Ends
  • User clicks Leave
  • Agent disconnects
  • Session ends automatically
What Happens Next
  • Call is logged in the system
  • Agent availability updates
  • Call duration and status are recorded
iCalls Documentation