Getting started with Video + Voice + Screensharing

Video, Voice, and Screen Sharing allow you to communicate with visitors in real time directly from the tawk.to chat widget. Instead of relying only on text chat, you can start a live video call, speak through voice, or share your screen to guide visitors step by step.

These features help you resolve complex questions faster, provide product walkthroughs, offer technical support, and create a more personal support experience.

Make sure:

• Your browser has permission to access your camera and microphone.
• You are using an up-to-date browser such as Chrome, Firefox, Edge, or Safari.
• You have a stable internet connection.

Video and Voice use your device’s camera and microphone. Screen Sharing allows you to display your entire screen, a window, or a browser tab during a live session.

2. Click Add-ons on the left navigation bar.

3. Click Settings under Video + Voice + Screensharing.

4. On the settings page, you can toggle the entire add-on on or off. You can also switch each feature on or off as needed. Disabling a feature removes the option from both the agent dashboard and the visitor widget.

5. Click Save when you’re done.

Note: If you manage multiple properties, configure these settings individually for each one.

Visitors can start a Voice or Video call any time your chat widget is online by clicking the corresponding icons in the widget.

When a call request arrives, you’ll see a new chat notification highlighted in pink in the sidebar. 

To join, click the green phone icon. You can mute the incoming ring by clicking the Speaker Off icon.

3. The visitor receives a prompt to Accept or Decline the call.

1. In a Video or Voice session, click the computer screen icon to start a screen share session.
   
   
2. Select what you want to share:
• Your entire screen,
• A specific window, or
• A browser tab
  
  
3. Click Share.
   
   
4. To stop sharing, click Stop sharing at any time.

Use screen sharing to demonstrate how to complete tasks, troubleshoot issues, walk visitors through settings, or showcase products. 

Only one agent and one visitor participate in a Video or Voice call at a time. If you have multiple agents online, each can answer different incoming calls and serve multiple visitors simultaneously.

Video, Voice, and Screen Sharing calls take place within the context of your chat conversation.

• After a session ends, the text chat remains available in Chat History.
• Call activity itself is not recorded.
• All timestamps in chat history reflect the time zone of your Dashboard.
• If a visitor had separate chats concurrently (e.g., on different pages), they’ll all appear in history.

Video, Voice, and Screen Sharing use WebRTC technology, a real-time communication standard supported by modern browsers.

For a successful session:

• The visitor must use a supported, up-to-date browser.
• The visitor must allow access to their camera and microphone.
• Both parties need a stable internet connection.

If a browser blocks permissions, update the browser settings and refresh the page before trying again.

• Inform visitors before starting a call so they know what to expect.
  
• Use a headset to reduce background noise and echo.
  
• Close unnecessary applications before sharing your screen to protect sensitive information.
  
• Test your camera and microphone before important sessions.

• Screen Sharing displays everything visible in the selected screen or window. Always close confidential or sensitive information before sharing.

• Video and Voice calls use more bandwidth than text chat. Slow internet speeds may affect quality.

• If a visitor’s device does not support these features, continue assisting them through chat.

• Click the green live chat icon
• Schedule a call with us
• Visit our community