Video calls

How customers join their video verification call inside your app.

When a work flow includes a video call, the customer books a time during the journey and your agent starts the call from Institution Admin. With the SDK, the customer joins it inside your app: no browser, no separate meeting app.

How customers join

• The customer books a time in the journey. They are told by email and SMS, and — when you have set up push — by a notification on the phone they applied on.
• When the agent starts the call, the customer gets a notification that the agent is ready.
• Tapping it opens the call in your app. The customer checks their camera and microphone while they wait, then joins.

The email and SMS carry a join link too. To open such a link in your app — for example from a deep link your app handles — use `joinVideoCall`. A link that is not on your journey host is refused.

During the call

• The camera and microphone are asked for in your app's words the first time, then used for the call.
• The screen stays on while the call is connected.
• The call is recorded by your institution, and the customer is told so on screen.
• The customer can chat with the agent and send a photo of a document when asked.
• Only the agent ends the call. The SDK reports `vkyc.joined` when the customer joins and `vkyc.ended` when the call is over.

Connection

A video call needs a steady connection; Wi-Fi or a good mobile signal is enough. If the connection drops, the customer is offered a way back into the same call.