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Enabling Switch to Video for an agent

Last updated on November 10, 2022

Table of contents

Switch to Video allows agents working a message to create a video call with a customer via RingCentral Video. Agents can access this feature while engaged with a customer by clicking on the customer message, then clicking Switch to Video. Agents must be granted a role that has the Use Switch to Video permission. To use this feature, your company’s Engage Digital domain must be associated with a RingCentral account ID, and the agent must have access to RingCentral Video in that account.
The feature is available with the following limitations:
  • Available only for a domain associated with a RingEX account.
  • Available only for agents with RingEX extension IDs who are logged in with RingCentral SSO.
  • Available for the following channels:
    • Engage Messaging
    • Engage Chat
    • Facebook Messenger
    • Google Business Messages 
    • Twitter (Private messages only via the private reply button. Twitter search is not supported.)
    • RingCentral SMS/MMS 
    • Apple Messages for Business 
    • WhatsApp 
    • Viber 
    • Source SDK 
To instruct agents on how to use Switch to Video, read Switching a messaging conversation to a video call.

Creating a custom role with the Use Switch to Video permission

The default Agent role does not contain the Use Switch to Video permission. If you want all agents to have access to Switch to Video, you can edit the default role to contain this permission. Otherwise, if you want to grant this permission only to certain agents, you can create a custom role to apply to those agents.
By default, a newly created role has all its permissions unchecked. This prevents you from accidentally enabling unwanted permissions. Make sure to enable all the desired permissions for that role. 
  1. Go to Users > Roles & permissions in the left navigation bar.
  2. Click Add in the upper right corner.
  3. Enter a Label to name the role.
  4. Check the box for the Use Switch to Video permission.
  5. Click Save.
View of Escalate to Video option

Role configuration settings

  • Use Switch to Video: Grants permission to create a video call with a customer using RingCentral Video. Agents can access this feature during the conversation by clicking Switch to Video.
Agents must have RingCentral accounts and access to RingCentral Video to create a video call.

Adding a RingCentral ID to an agent’s profile

By importing users, those users will automatically be mapped by email address. If you’re not importing users, the users’ profiles allow you to associate a RingCentral ID with each agent. Providing a RingCentral ID is necessary for allowing the agent to access RingCentral Video through a RingCentral account. Ask your RingCentral admin to import the users, or to provide you with the RingCentral IDs for the agents whom you want to use Switch to Video.
This procedure updates the profile for existing users. You can also specify this information when creating a new user.
  1. Navigate to Users > Agents in the left-hand navigation bar.
  2. Locate or search for the agent.
  3. Hover over the agent and click the Edit or the pencil icon that appears at the far right.
  4. In the Personal Infos section, enter the RingCentral ID for the agent.
  5. Click Save.

Assigning Switch to Video permission to an agent

  1. In the left navigation bar, go to Users > Agents.
  2. Locate or search for the name of the desired agent.
  3. Hover over the agent’s name and click the Edit (pencil) icon that appears at the far right.
  4. In the Settings section, select the new Role from the dropdown.
  5. Click Save.
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