Browser-to-browser audio calls

Start an audio call to your user’s browser, if you’re already on the phone to them it’s a great alternative if the calls drops for any reason.

Audio calls are also a nice transition from live chat.

Audio troubleshooting

Can’t connect

Switch your input/output

We have a new audio provider. Some of the issues could be to do with headphones or headsets not being switched on. Switch your output device if you can’t hear them, and switch input if they can’t hear you.

Make sure you’ve given permission on your browser

Sometimes the device or microphone is not authorized. They will usually be prompted to allow the device and will need to authorize in 5 seconds. If not, they might need to call back again. Look for a small icon on the right hand side of the address bar.

Can’t see the button

Make sure the feature is enabled

You might need to ask an account admin/owner to enable the feature under “Enable voice calls”.

You can do so here: https://app.upscope.io/settings/teams/_/co_browsing

Make sure it’s on your plan

Not all legacy plans have audio calls include, check if you’re on one that doesn’t.