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Audio in Virtual Assist

Read on to learn about the different ways you can connect audio in Virtual Assist.

Dominique Tuck avatar
Written by Dominique Tuck
Updated over a week ago

We've given you two methods of connecting audio during your session, each have unique advantages that can be leveraged for the best outcome. 

Better yet, both of these options will always record your audio against the video playback, so you will always be able to listen back to your calls if required.

VOIP Call 

The first method is what we recommend when the mobile user has a sound network connection, and generally is the best way to start your session. You can find the VOIP call function in the top right hand corner of your page:

While you are in an open session, clicking on the phone icon will recognize the phone number provided for that session. You can change the number if you need to in the pop up window provided. 

You can also change the phone number in the job details section to the left hand side of your page - just remember to hit "Update"! This method is best if you need to send the VA link via SMS.

Best Practice for Using Voip Calls

  • For a smooth experience, call the customer via VOIP before sending the SMS. (Phone calls interrupt the video stream in Virtual Assist)

  • After sending the SMS, please ask your customer to put their phone on loudspeaker.

  • Best used when network connectivity is strong.

"Share Audio" Method

When used, this button will start streaming audio alongside the live video stream, so that the user can speak to the assessor without using the VOIP call. This relies on a technology known as "WebRTC" (WebRTC stands for web real-time communications, and is intended to enable peer-to-peer interaction over the internet using audio and video).

This method is best used for situations where no video is able to be streamed while running a VOIP call. Phone carriers are designed to prioritize phone calls over other functions, so if there's poor network connectivity, there's a chance that your VOIP call will work but the video won't. 

How to use Share Audio 

There are two buttons that need to be turned on. 

  1. Desktop side. Click on the red microphone to turn audio on so the mobile user can hear you. Please note, this button will not be made available until the mobile user joins the video session. 

2. Mobile side. A pop-up text helper pointing to the "Audio Muted" button will show to the user when the session first starts. Tapping this will start streaming audio from the mobile side.

Keep in mind that you won't be able to speak to the mobile user until they join the session, so if you'd like to use this method, we recommend communicating to the user first through a different channel. 

Both methods of audio sharing will record the audio against your video stream, so you'll always be able to look back and listen to your sessions.

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