Start a video chat


You can start a video chat with people in your organization in two different ways:

  • As a new video chat
  • As part of an existing one-to-one or group chat

Start a video chat from the sidebar and invite participants.

    1. From the sidebar, click Video Chat .
      The Start a Video Chat window opens. 
    2. To invite someone to join your video chat, type a name in the search field and select the name from the results. To add participants, repeat this step.
      Note: You can have a total of 12 participants.
    3. Add participants:
      1. If you choose one person, click Video Chat .
        Note: In a one-to-one video chat, the participant receives a video chat request and, to accept the request, clicks Video Chat . To decline an invitation, participants can click Decline .
      2. If you invite two or more participants, click Start Video Conference.
        Note:If you invite more than one participant, Genesys Cloud creates a new chat room under Personal Groups. To join the video conference, participants click Open Video Call above the chat area.
    4. To notify participants, @mention them in the new chat room by using the @ symbol before their names as you would in a text chat.
    5. The participant’s video feed appears, offering an opportunity to adjust the camera. Participants click Join to join the video chat or conference.

Start a video chat with a person, an official group, or a personal group.

    1. Under Chats, select a person, official group, or personal group. To create a new personal group, you can also click .
    2. Above the chat area, click Open video call .
      Your video feed opens.
    3. Click Join when you are ready to join the video chat. Other participants follow the same steps to join.  

Note: In a one-to-one video chat, the other participant receives a notification inviting them to join. Genesys Cloud does not send notifications for video chats with three or more participants. Instead, to notify participants, @mention them.

During a video chat, you can turn off your camera so that others cannot see your video feed. Genesys Cloud shows your profile picture in place of your video feed.

To hide your video, from the video toolbar, click Turn off camera . The icon turns red to indicate that the camera is off.

During a video chat, you can mute your microphone so that others cannot hear you. Genesys Cloud places a red microphone symbol on your video thumbnail in the video chat room to show you and others that you are on mute.

To mute your microphone, from the video toolbar, click Mute microphone . The icon turns red to indicate that the microphone is off.

To display your video chat in a new window, click Popout .

To end a video chat, from the video toolbar, click Leave session .