{"id":11493,"date":"2026-08-31T10:26:10","date_gmt":"2026-08-31T07:26:10","guid":{"rendered":"https:\/\/novatalks.ai\/?p=11493"},"modified":"2026-08-31T10:28:01","modified_gmt":"2026-08-31T07:28:01","slug":"novatalks-video-calls","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/en\/blog\/novatalks-video-calls\/","title":{"rendered":"Video Calls in NovaTalks: A New Channel for Video Customer Service"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Video calls in NovaTalks have become a fully-fledged communication channel. Previously, video connections worked on a \u201csend a link \u2014 the customer joins\u201d basis. Now it\u2019s a separate channel: the customer initiates the video call themselves with a single tap, the request is automatically routed to an agent, and it\u2019s handled just like any other conversation on the platform.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Video can be embedded at various customer touchpoints \u2014 a mobile app, a website, or a kiosk \u2014 and used as a self-service and support tool. In this article, we\u2019ll break down how the new functionality works and where it can be applied.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What\u2019s New: Video Calls as a Separate Channel<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Previously, video connections were more of a one-off tool: customers were sent a link they could use to join a call. Now there\u2019s a dedicated channel for video calls within the platform. This means every video call:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>is initiated by the customer themselves \u2014 with a single button tap;<\/li>\n\n\n\n<li>arrives as a separate conversation on the platform;<\/li>\n\n\n\n<li>is automatically routed to an available agent, just like requests from other channels.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The agent sees that a new conversation has come in and joins it with one click \u2014 the <strong>\u201cJoin Conversation\u201d<\/strong> button. From there, they see the customer on video and can provide a full consultation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How It Works: From the Customer\u2019s Button to a Conversation with an Agent<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The entire journey from customer request to agent response consists of a few steps:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The customer taps the video call button (in the app, on the website, at a kiosk, etc.).<\/li>\n\n\n\n<li>The call arrives on the platform as a separate video conversation.<\/li>\n\n\n\n<li>The conversation is automatically routed to an available agent.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">4. The agent clicks <strong>\u201cJoin Conversation\u201d<\/strong> and sees the customer on video.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">During the call, the agent has access to core actions: ending or resuming the call, and enabling recording. Once recording ends, the video is saved and can be reviewed later \u2014 useful for quality control and resolving disputed situations.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/novatalks.com.ua\/wp-content\/uploads\/image-1.jpeg\" alt=\"\" style=\"aspect-ratio:1.6816143497757847;width:572px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Active video call from the agent\u2019s side: customer video and call controls, including recording<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The platform manages the queue and sessions on its own. If several customers reach out at the same time, they wait in a video room while the agent handles them one by one. When switching between conversations, the system automatically connects the agent to the correct customer.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">An agent can also initiate a video call: they simply create a conversation and send the customer a link through any convenient channel. The customer opens it in their browser and joins the video call \u2014 no separate app installation required.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Where You Can Place the Video Call Button<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The video call button can be embedded at virtually any customer touchpoint.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Placement Point<\/strong><\/td><td><strong>What It Delivers<\/strong><\/td><\/tr><tr><td>Mobile app<\/td><td>The customer calls an agent directly from their own app, with no switching between services<\/td><\/tr><tr><td>Website<\/td><td>A dedicated video call icon on the page<\/td><\/tr><tr><td>Existing live chat<\/td><td>The video call button can be embedded into an existing chat widget<\/td><\/tr><tr><td>Kiosks and ATMs<\/td><td>Turns a self-service device into a full \u201cbranch\u201d with a live agent<\/td><\/tr><tr><td>QR code<\/td><td>The customer scans the code and is connected to an agent via video<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">What\u2019s more, additional data \u2014 such as device information or request context \u2014 can be passed from a kiosk directly to the agent\u2019s workspace.<\/p>\n\n\n\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/novatalks.com.ua\/wp-content\/uploads\/image.jpeg\" alt=\"\" style=\"aspect-ratio:0.6444444444444445;width:217px;height:auto\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/novatalks.com.ua\/wp-content\/uploads\/image-1.png\" alt=\"\" style=\"aspect-ratio:0.4622222222222222;width:154px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Video call button in a website widget (left) and in the mobile app (right)<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Who Benefits from Video Calls<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Video service is especially valuable where a customer needs live contact or visual identification but can\u2019t visit in person.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Financial sector and video identification.<\/strong> Under NBU regulations, banks are permitted to open accounts remotely, via a video interview with the customer. Video calls make it possible to identify a person located abroad, for example, verify a customer during complex or suspicious transactions, or provide a premium consultation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Accessibility for people with disabilities.<\/strong> For someone who can\u2019t communicate by voice and uses sign language, video becomes their primary support channel.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Customers without access to branches.<\/strong> People with limited mobility, elderly customers, customers in remote locations, and citizens abroad can get remote service without needing to travel anywhere.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Reducing branch load.<\/strong> When a branch is temporarily unavailable or overloaded with queues, a customer can scan a QR code and complete simple operations with an agent over video.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This approach complements physical branches and takes routine work off their hands: simple requests get resolved remotely, queues get shorter, and consultants can focus on more complex requests and personalized customer work.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Video Data Security<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For financial institutions, where call recordings are stored is critically important. Video data in NovaTalks can be stored in two ways: within the platform\u2019s secure environment or locally, on the customer\u2019s side. This gives banks and other organizations flexibility and helps them comply with strict data storage and protection requirements.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Key Benefits<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In short, the new functionality gives businesses:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>video calls as a full-fledged channel, initiated by the customer themselves;<\/li>\n\n\n\n<li>placement across multiple touchpoints: app, website, live chat, kiosk, QR code;<\/li>\n\n\n\n<li>one-click agent join with a full set of in-call actions, including recording;<\/li>\n\n\n\n<li>automatic request routing and queue management;<\/li>\n\n\n\n<li>video connections with no app installation, via a simple browser link;<\/li>\n\n\n\n<li>the ability to turn kiosks into full-service points;<\/li>\n\n\n\n<li>basic video call analytics for monitoring load and quality;<\/li>\n\n\n\n<li>flexible video data storage (within the platform or locally on the customer\u2019s side).<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Frequently Asked Questions (FAQ)<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Is a video call a full channel or just a video chat via link?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A full channel. A video call arrives on the platform as a separate conversation and is automatically routed to an agent \u2014 just like requests from other channels. The one-off link format, where a customer simply joined a video, is a thing of the past.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What does a customer need to start a video call?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Very little. The customer initiates the call with a button, for example, in the mobile app or on the website. If the agent starts the conversation, they send a link, and the customer joins right in their browser, with no separate app installation required.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Which touchpoints can a video call be embedded into?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The mobile app, a website (as a dedicated icon), an existing live chat widget, self-service kiosks and ATMs, or via a QR code \u2014 anywhere customer interaction already takes place.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How does the platform handle multiple simultaneous video requests?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customers wait in a video room while the agent handles requests sequentially. When switching between conversations, the system links the agent to the correct customer\u2019s session, so conversations don\u2019t get mixed up.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Can video conversations be recorded for quality control?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. The agent enables recording during the call, and the video is saved for later review, including for evaluating service quality and analyzing complex cases.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Where are video recordings stored?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Video data can be stored in the platform\u2019s secure environment or locally, on the customer\u2019s side. For organizations with strict data requirements, this provides the necessary flexibility.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Video calls turn any customer touchpoint into a live video service channel. The customer connects with a single tap, the agent joins with a single click, and the conversation can be recorded and analyzed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And so the agent can see the full customer context right during the call, video calls can be paired with CRM integration \u2014 we cover that in a separate article. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Want to see how video calls would work in your specific scenario? The NovaTalks team can help configure a solution tailored to your needs and show it in action.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Video calls in NovaTalks have become a fully-fledged communication channel. Previously, video connections worked on a \u201csend a link \u2014 the customer joins\u201d basis. Now it\u2019s a separate channel: the customer initiates the video call themselves with a single tap, the request is automatically routed to an agent, and it\u2019s handled just like any other conversation on the platform.<\/p>\n","protected":false},"author":7,"featured_media":11461,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-11493","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Video Calls in NovaTalks: New Video Service Channel<\/title>\n<meta name=\"description\" content=\"\ud83d\udd12 Video calls as a full-fledged service channel: how they work, where to embed them, and how agents handle them in NovaTalks \ud83d\udcde\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/novatalks.ai\/en\/blog\/novatalks-video-calls\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Video Calls in NovaTalks: New Video Service Channel\" \/>\n<meta property=\"og:description\" content=\"\ud83d\udd12 Video calls as a full-fledged service channel: how they work, where to embed them, and how agents handle them in NovaTalks \ud83d\udcde\" \/>\n<meta property=\"og:url\" content=\"https:\/\/novatalks.ai\/en\/blog\/novatalks-video-calls\/\" \/>\n<meta property=\"og:site_name\" content=\"NovaTalks\" \/>\n<meta property=\"article:published_time\" content=\"2026-08-31T07:26:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-31T07:28:01+00:00\" \/>\n<meta property=\"og:image\" 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