Engage Digital | Enabling Escalate to Video for an agent

Escalate to Video allows agents working a message to create a video call with a customer using RingCentral Video. The agent can access this feature while engaged with a customer by clicking on the customer message then clicking Escalate to Video. Agents must be granted a role that has the Use Escalate to Video permission. To use this feature, your company’s Engage Digital domain needs to 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 RingCentral MVP account.
  • Available only for agents with a RingCentral MVP extension ID, logged in with RingCentral SSO.
  • Available for the following channels:
    • Engage Messaging
    • Engage Chat
    • Facebook Messenger
    • Google Business Messages 
    • Twitter (only private messages via the ‘private reply’ button. Twitter search not supported)
    • RingCentral SMS/MMS 
    • Apple Business Chat 
    • WhatsApp 
    • Viber 
    • Source SDK 
To instruct agents how to use Escalate to Video, see Escalating a message to a video call.

Creating a custom role with the Use Escalate to Video permission

The default Agent role does not contain the Use Escalate to Video permission. If you want all agents to have access to Escalate 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. This does mean that you need to make sure to enable all the desired permissions for that role. 
1. Navigate to Users > Roles & permissions in the left-hand navigation bar.
2. Click Add in the upper right hand corner.
3. Enter a Label to name the role.
4. Place a checkmark in the box for the Use Escalate to Video permission.
5. Place a checkmark in the box for each other permission that the role will grant.
6. Click Save.
View of Escalate to Video option

Role configuration settings

  • Use Escalate to Video: Grants permission to the role to create a video call with a customer using RingCentral Video. The agent can access this feature during the conversation with the customer by clicking Escalate to Video.
The agent needs to have a RingCentral account and access to RingCentral Video to create the video call.

Adding a RingCentral ID to an agent’s profile

By importing users, the users will be automatically mapped by email address. If not importing users, the user profile allows you to associate a RingCentral ID to an agent. Providing a RingCentral ID is needed to authorize the agent to access RingCentral Video through a RingCentral account. Ask your RingCentral administrator to import the users, or provide you the RingCentral IDs for the agents whom you want to use Escalate to Video.
 
This procedure updates the profile for an existing user. 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 the custom role to an agent needing Escalate to Video

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 Settings section, select the new Role from the dropdown menu.
5. Click Save.
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