Considerations: Requirements for Voice & Video Calls

User (Agent/Consumer):

• The Agent must use a Chrome, Firefox or Safari web browser.

• On Visitor side, Chrome (Desktop/Android), Firefox (Desktop) and Safari (Desktop/iOS) are supported. Only the two latest versions of those browsers are supported and have been tested.

• Agent and Visitor must have a camera and/or microphone connected to their device.

Your website:

• Your website must use HTTPS security encryption.

• HTTP-only websites are not supported.

Network Requirements:

• If there is an extremely high network latency or unstable network connection, the call may be dropped.

• The agent and the consumer have an available bandwidth of 2,000 kbit/s in downstream and 500 kbit/s in upstream.

• The video and audio streams are transferred via a peer-to-peer connection between consumer and agent. It is recommended to check that the network on agent side supports WebRTC based peer-to-peer connections (https://test.webrtc.org/).

Web Messaging

• The feature can only be used within Web Messaging conversations. Chat is not supported.