Video is an embeddable live video product. Customers tap a link and join a one-to-one or small-group video session with your agents — no app install, no native client, directly in the browser.Documentation Index
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What it is
A hosted video surface you can use in two ways:- Embed the meeting room on any website or app via an
<iframe>. - Share it as a direct link — send the URL by WhatsApp, SMS, email, QR, link-in-bio, or inside a Genesys interaction. The customer opens the link and joins the meeting.
- Handles camera and microphone permissions and the pre-join preview
- Establishes a WebRTC session over our real-time media network
- Renders the meeting UI (stage, participants, controls, chat, screenshare, settings)
- Emits lifecycle events for analytics and integrations
ApifyCloud handles provisioning, auth, presets, branding, scheduling,
and the console — you keep full control of who joins and what the UI
looks like.
When to use it
Video is a fit whenever voice alone isn’t enough and a full face-to-face interaction raises conversion or resolution:Remote sales demos
High-AOV products (enterprise software, financial services,
insurance, real estate) convert dramatically better when the
prospect sees a human walk them through the offer.
Onboarding & KYC
Identity verification, document review, or guided setup flows
where the agent needs to see the customer or a physical document.
Premium support
Tier-2 / VIP support where screen-share and a face dramatically
reduce time-to-resolution.
Consultations
Healthcare, legal, financial, or professional advisory sessions
delivered remotely.
Concierge commerce
Retail clienteling, jewellery, automotive, travel — categories
where a walk-through by a human closes the deal.
Scheduled follow-ups
Combine with Scheduled Calls so customers can book a time, get
WhatsApp reminders, and join the same meeting with a single tap.
How it works
At a high level, three layers are involved when a participant joins:Browser captures audio and video
The page requests camera and microphone permissions, shows a
preview, and the participant chooses devices before joining.
Media transits our real-time network
Audio and video are carried end-to-end over our global
real-time media network. Both the media and the signalling
traffic are encrypted in transit.
What you bring vs. what ApifyCloud brings
| Responsibility | You | ApifyCloud |
|---|---|---|
| Distribution surface (website, WhatsApp, Genesys widget, link) | ✅ | |
| Branding and UX configuration (presets, themes, backgrounds) | ✅ (in console) | |
| Agent identities and scheduling | ✅ (in console) | |
| Widget runtime, meeting UI, session management | ✅ | |
| WebRTC media and signalling infrastructure | ✅ | |
| Recording, storage, and retrieval | ✅ | |
| Embedding, security, and audit | ✅ |
Key capabilities
- Host / guest roles with separate presets — controls, layout, and permissions differ per role.
- Preview flow — camera and microphone check before joining.
- Screen sharing, chat, participants list, configurable per preset.
- Virtual backgrounds including blur and custom image backgrounds configured per preset.
- Recording, with an optional start-on-join flag set per preset.
- Wait-for-host rules so a guest can’t enter an empty room before the agent is ready.
- Scheduled Calls — book a time, receive WhatsApp reminders, and join the meeting when the slot arrives.
- Genesys embed — the host view can render inside Genesys Cloud as an Interaction Widget so an agent receives the interaction in their queue.
What’s next
Browser & device support
Which browsers, OS versions, and hardware are supported.
Network requirements
Ports, TURN/STUN, and corporate-network guidance.
Permissions
How camera and microphone access works across browsers.
Troubleshooting
Symptom-organised fixes for the most common issues.