Mobile Video

This feature provides the ability for agents and visitors to see each other, directly from the mobile application. Agents can initiate mobile video sessions with visitors, to get to know them face-to-face, or help them troubleshoot physical devices.

The visitor can also toggle between the front and back cameras, so agents see exactly what the visitors see.

To enable this feature, Contact Glance.

Supported Platforms and Size

Platform Implementation Size
iOS 10+ App-share + Camera share + VoIP calling 2.2 MB - 4.6 MB
Android 5+ App-share + Camera share + VoIP calling 6.5 MB - 9.2 MB

Developer Gitlab Instructions

Customization Options

You can customize:

  • Colors
  • Images used in default UI, like buttons, hangup, speakerphone icons
  • Terms and Conditions dialog: choose to show the default T&C dialog, a custom dialog, or no dialog

More information on customization is available in the readme files on Gitlab.

Integration Options

  • You can integrate Mobile Video into a Customer Relationship Management (CRM) system, like Salesforce. See the setup below.
  • This functionality is also available as a standalone web-based offering. See the instructions below.

Salesforce Implementation

Follow these steps to implement Mobile Video, and start mobile video sessions from Salesforce.

Before you begin, you need:

  • The Glance Salesforce package: version 3.3 or later.
  • The permission join sessions started by customers to show their cameras on mobile devices.
  • Access to a Glance Group configured with Mobile Video. Contact Glance to enable this feature.

To configure Mobile Video:

  1. From Salesforce, in the app launcher (9-dot menu), search for Glance, and select Glance Company Settings.
  2. Click Edit.
  3. Scroll to the Single Sign On section and verify you have SSO selected. If you do not, select the SSO checkbox, and add your API key from Glance Admin Portal.
  4. Scroll to the Glance Buttons section.
  5. Select the Video checkbox for the Salesforce records where you want to start mobile video sessions.
  6. Scroll to the Profile Settings section.
  7. For each profile you want to configure access for, select Video (APP).
  8. Under Mobile Video choose a default camera for the visitor.
  9. At the top of the page, click Save.
  10. Go to a record type where you have enabled this feature, like a Contact or Case. If you are solely starting mobile video sessions, you need to add the Glance Component to the record. If you already have the Glance Component present on the record, there is nothing you need to do.
  11. The Video (App) button is now present on the record and you are ready to start sessions.

Using Mobile Video from the Web

Before you begin, you need:

  • Access to a Glance Group configured with Mobile Video. Contact Glance to enable this feature.
  • The permission join sessions started by customers to show their cameras on mobile devices.

To start a session:

  1. Go to the Agent Join Page.
  2. Log in with your Glance Address.
  3. Enter the visitor ID, and click Join Session. The agent can now see the visitor's camera.
  4. The agent clicks the video button in the viewer to share their camera.
  5. The visitor and agent can see each other.

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