SPECIALIST ASSISTANCE
Invite a specialist through the video customer support SDK when the call needs another perspective. Your support system handles routing and authorization; eligible group calling connects the additional participant without asking the customer to start over.
MADE FOR YOUR USERS
Use the camera or a direct conversation where text alone leaves questions open.
Home devices
A customer shows the connections on a home device. The service agent can see the detail and explain a check while the customer remains in control of their camera.
Shopping orders
A shopper shows a damaged parcel during a support call. Your order system supplies the reference and manages any return, replacement or refund after the discussion.
Marketplace disputes
A buyer calls platform support about a listing mismatch. They show the item while your marketplace tools retain the listing, dispute record and resolution rules.
Service bookings
A customer calls about a scheduled service and reviews the booking during the conversation. Your scheduling system checks availability and confirms any changes.
RELATED CUSTOMER STORY
GCAR’s Charancha marketplace connects buyers and sellers through live vehicle viewing and real-time communication. A seller can show the vehicle while answering a buyer’s questions.
Related visual-assistance case: seeing the same object helps people discuss details. The published deployment covers marketplace RTC and streaming.
CHOOSE WITH CONFIDENCE
Explore the Call capabilities and the application connections your experience needs.
| Your requirement | How it is delivered | What to plan for |
|---|---|---|
| Live customer conversations | One-to-one voice and video calls | Your service application supplies agent availability, assignment and business context. |
| Showing a visible issue | Camera and microphone controls | Camera switching depends on available hardware, permissions and SDK support. |
| Keeping records in view | Supported in-app floating window | Order and ticket data remain in your application; test navigation on target platforms. |
| Specialist participation | Group call invitations | An eligible Group Call plan is required; the current limit is nine participants. |
| Tickets and contact-center operations | Integration with your application | Queues, IVR, workforce management, PSTN and automatic issue diagnosis are outside this Call page. |
THREE STEPS TO YOUR FIRST CALL
Connect your users to the video customer support SDK, then test outgoing calls, incoming invitations, and media controls.
BUDGET BEFORE YOU BUILD
Budget for your video customer support SDK integration. Choose the calling features you need, then estimate the people and minutes using them.
CALL FREE TRIAL
Try Call with the feature trial and 100 MAU. Monthly free minutes and the feature trial have separate eligibility and deduction rules.
CALL STARTER PLAN
Group Call features, 50,000 package minutes and 1,000 MAU. Review Starter eligibility before purchase; the discount covers the first month.
YOUR APPLICATION
Discuss your platforms, expected usage and feature requirements. Get help with licensing, optional services and a plan for your launch.
Tencent RTC Call provides the calling interface and APIs you embed in your product. Your application or helpdesk manages agents, tickets, queues, opening hours and resolution policies. Connect the call entry and participant identities to that existing service workflow.
Yes, supported Call implementations expose camera controls, including switching between front and rear cameras where the device supports it. Request the required permissions and test the relevant mobile app or browser before relying on a particular camera behavior.
You can build this with supported group call invitation APIs and the appropriate plan. Your system determines which specialist may join and what account information they can access. The current Group Call plan supports up to nine participants.
Background and offline delivery require the platform-specific push integration and configuration. Device permissions, operating-system restrictions and provider settings affect behavior. Review optional push costs and test locked, background and closed-app states for each platform you support.
A live support call does not mean a recording has been enabled. Cloud recording is a separate feature with configuration and usage charges. If you choose to record, your application must manage the appropriate notices, consent, access and retention policies.
Your support backend chooses the agent and authorizes the session. Pass ticket context through your app, then use the documented calling flow for audio and video.
A customer can show the issue through the camera. Build consent and clear camera controls into the experience, and treat recording as a separate configured service.
