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Introducing SnapCall Flow - step by step configuration guide
Introducing SnapCall Flow - step by step configuration guide
Hamza Abaelgarch avatar
Written by Hamza Abaelgarch
Updated over a week ago

SnapCall has introduced a new  feature called Flows, which allows organizations to provide personalized instructions to end-users, ensuring they capture the right information through images, videos or other media. 

In other words, SnapCall Flow improves the recording experience offered by Clip, as you would have the possibility to modify the banner that customers will see when they open the recording interface.

Before jumping to the configuration guide it is worth asking: what are the main benefits offered by Flow?

  • The first and most important benefit, is that you can guide customers to provide the exact information you or your agents are looking for with snapshots, videos or other type of media. It is not just about recording a video, but capturing an information using video as a support channel. 

  • Once the video or snapshot has been captured, you can ask SnapCall AI to extract information from it, such as serial or product numbers. SnapCall can also determine the status of a product shown in the media, or describe what the customer captured.

  • Thanks to SnapCall Flow you can customize the recording experience in accordance to your company brand, and make sure client provide the exact type of media you're looking for.

Furthermore, integrating AI capabilities for transcription and content recognition helps the support process by automating data extraction and reducing the need for manual input from agents. This not only simplifies the experience for customers but also boosts the efficiency of support agents.

Given the above, let's go more in details to the configuration process

  1. Access the SnapCall Dashboard:

    • Log in as an admin to your SnapCall dashboard.

    • Navigate to the 'App&Tools' section.

    • Click on 'Flows' and click on the blue button on top right to create a new one.

  2. Customize the Banner:

    • Upload a picture that will appear on the banner. This will be visible to the customer as soon as they will click on your link.

    • Add a title and description to guide the customer. For example, "Please make a picture of a serial number."

    • Choose what the customer can do when they open the Clip interface. For instance, enable only the snapshot option if you need a photo of a serial number, for instance.

  3. Enable AI Features:

    • You can request SnapCall to generate a transcript, a summary of what the customer mentioned on the video or let the AI video engine to extract information from a snapshot/video. All these will be available in the media viewer, or as an internal note into your CRM ticket.

    • Once configured, and published, you can copy the unique link of the flow.

Now that the Flow is created, there are multiple ways to use it:

  • If you're using Zendesk, your agents will find the Flow available on the SnapCall widget on the bottom part of the screen, as shown in the image below. When used from an existing ticket, the Flow will add all uploaded media into the same instead of opening a new ticket.

  • You can copy the link of your Flow and add it inside an automatic response, an FAQ or inside a button of your website. For example, you can add a troubleshooting Flow inside an FAQ related to the same topic, so that if the customer requires further assistance they can record a media and this would create a ticket inside your connected CRM.

  • You can add your Flow to your Public Page so that you can give multiple choice to customers split by issue type or reason for contact.

We believe SnapCall Flow can be useful in plenty of use cases but these some where we think it would bring a significant improvement to the overall support experience.

  1. Issue with damaged deliveries or warranty claim

    • Customers can send precise images or videos of issues, such as a damaged product, directly through the SnapCall interface with Pre-Customized instructions on what to capture. AI on video can also determine how badly a product is damaged, so that the ticket can be then prioritized accordingly. 

  2. In app or web error messages

    • For troubleshooting, customers can be guided to send relevant media, like screenshots or error messages, ensuring support agents receive the exact information required. SnapCall AI video or summary can also illustrate the steps to replicate the issue, so that support agents won't need to write that down from scratch.

  3. Customer onboarding and/or verification

    • Thanks to our personalized banner, new users can be guided to record a video, where specific actions need to be done to confirm their identity and onboard them to their account.
      Our video AI can also confirm if all the steps were done and flag any relevant information to the agent on the ticket.
      This way, the onboarding process can be significantly simplified as normally this would require an agent to join a video call with the new user. 


Based on our internal stats, SnapCall Flow can help organizations to improve key support metrics such as CES, resolution time and overal client satisfaction. Thanks to Flow we saw resolution time dropping by 46% in some cases, bringing CSAT up to 16% higher. 

NB: To add SnapCall Flow to your existing subscription, please contact us. We will collaborate with you to understand your specific needs and provide a custom quote.

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