If you’re a support agent and want to get familiar with SnapCall and its features, this guide will give you all the essential information you need to get started.
SnapCall integrates natively with Zendesk, Salesforce, and many other CRMs. You don’t need to keep multiple tabs openm all the features you need are accessible directly from your ticketing interface.
Although the video demonstrates how to use SnapCall in Zendesk, most of the information applies to all CRM integrations we support, so you can use this guide as a reference regardless of your platform.
Step 1 — Log in to Your SnapCall Account
After signing in to your CRM, make sure you’re also connected to your SnapCall account. You can check this through the SnapCall app within your CRM interface, typically located in the top right in Zendesk or the bottom left in Salesforce.
You’ll usually log in with your email and password. We also support SSO (Google, Microsoft Azure), so if this is your first time using SnapCall, confirm with your administrator which login method you should use.
Step 2 — Manage Your Account Settings
Once you’re logged in for the first time, you may want to update your account settings, check your details, or change your profile picture. To do this, click the Settings button in the bottom right of the SnapCall pop-up.
From here, you can also customize your video call preferences, such as enabling or disabling your microphone or camera when joining a call, or choosing to automatically join newly created calls.
Step 3 — Use SnapCall from Your CRM
With everything set up, you can start using SnapCall directly from the ticket you’re working on.
In Zendesk, for example, click the SnapCall icon in the text box at the bottom of the ticket UI to open the quick menu. From there, you can:
Generate a video call link
Allow the customer to record and send a video
Once you’ve generated the link, share it with the customer through your CRM after refining your message as needed.
Step 4 — Access Recordings and Media
When a recording is ready or a customer shares media, SnapCall automatically adds a dedicated comment to the ticket.
You can play the media directly from the ticket using the media viewer, usually visible on the right side of the screen. If you don’t see it in Zendesk, click the Plus (+) button on the right side to open the media panel.