When an agent record a video call or one of your customers send you a media using SnapCall Clip, you can access it and view it directly from the Dashboard, using a dedicated viewer that we developed specifically for this purpose.

The media viewer can be accessed as soon as a media is added into a stream: this can be a recording that your agent manually triggered from the video call, or a video that customers send you via Clip.

On the left side of the viewer, you will find the media that is available for that specific stream, which can be a picture or a video, while on the right side you can access a few different features:

This is the summary that is generated via AI, using the transcript of the video that was uploaded. If the transcript is not available or the media is a simple picture, this section will remain blank and will specify why the summary is not available.

In case of a call recording or video uploaded by one of your customers, SnapCall will automatically make a transcript and make it available in the media viewer. Each sentence of the transcript can be clicked, so that you can start watching the video on the left in that exact moment.
This can be particularly useful in case the video is long and the agent is looking to start listening only a specific part of it.

In this section, you can locate information such as the clip's owner, capture date, and expiration date.

Located on the lower right side of the media viewer, agents can access a list of articles if your Knowledge Base is integrated with SnapCall.

You can also find the article link that will assist you in connecting your knowledge base if it hasn't been done already.

Once the AI summary becomes accessible, SnapCall can access your Knowledge Base and automatically provide a list of articles which are relevant to the client's issue.

On the bottom side of the screen, you can find a list of video that are related to the same stream created (regardless if this is a video call or SnapCall Clip). Each media has a small thumbnail, and you can access it by clicking on it.

You can also share a media viewer link with your clients. For details, see this article.

On the top part of the screen you have a couple of buttons that allow you to download the media on your device, share this to one of your user or generate an answer using AI.

The content recognition feature is available as an option, enabling automatic identification of objects and other details within video recordings via SnapCall Clips or videos shared by your customers.

This feature is not enabled by default, to enable it we would invite you to contact our support.

Once done, you would be able to customize the AI Prompts for Text Extraction and content recognition.