Add Participant (Three-Way Call) – VideoEngager

1. Feature Overview

The Add Participant feature allows an agent to invite an additional participant into an active call, creating a secure three-way conference.
This capability enhances real-time collaboration and escalation without leaving the call interface.

Maximum participants: 3 per call (Agent + Visitor + 1 additional participant)
Single active invitation: Only one invitation link can exist at a time.
Once revoked or the call ends, the slot becomes available again.

This guide explains how to configure and use the feature for both administrators and agents.

2. Invitation Types Comparison

Administrators can enable one or both invitation types depending on organizational policy.

Type	Authentication	Typical Use Case	Security Level
Secure SSO Join	Requires login through the organization’s SSO provider	Internal supervisors, team leads, subject matter experts	🔒 High
Anonymous Join	No login required — recipient enters a name only	External guests (e.g., interpreter, vendor specialist)	⚠️ Low

Recommendation:
Enable Secure SSO Join by default.
Allow Anonymous Join only when there is a clear business need for external guest access.

3. Administrator Configuration

Administrators can control this feature in the VideoEngager Admin Panel under Conference Settings.

Configuration Toggles

Setting	Function	Enabled Effect	Disabled Effect
Conference Call (3 Way Call: Visitor/Agent/Supervisor)	Master switch for the feature	The “Add Participant” icon appears in the agent’s call controls	The feature is hidden for all users
Allow Anonymous Conference Invitations	Controls availability of Anonymous Join links	Agents can generate “Anonymous Join” links	Agents cannot generate anonymous links
Allow Authenticated Conference Invitations	Controls availability of Secure SSO Join links	Agents can generate “Secure SSO Join” links	Agents cannot generate authenticated links

Recommended Configuration Scenarios

High-Security (Internal Use Only)

✅ Enable Conference Call and Allow Authenticated
🚫 Disable Allow Anonymous
Result: Agents can only invite verified internal users via SSO. (Recommended for most enterprises.)

Flexible (Internal + External Collaboration)

✅ Enable all three toggles
Result: Agents can generate either link type based on call requirements.

4. Agent Workflow

The agent workflow is straightforward and consistent within the Invite to Call window.

Step 1 — Open the Invitation Modal

While in an active call, click the Add Participant icon in the call control bar.

Step 2 — Generate the Invitation Link

In the modal, select the desired invitation type — Anonymous Join or Secure SSO Join.
Click Generate Link.

If a type is disabled by administrators, it will not be selectable.
Upon generation, the modal updates to display the active invitation link.

Step 3 — Copy and Share the Link

Click the Copy icon to copy the URL to your clipboard.
The link can be shared via email or any secure messaging platform.

Note: For external participants, always confirm the link is sent through a trusted channel.

Step 4 — Revoke the Invitation

When the additional participant leaves the call or the session ends:

Click Revoke Invitation.
The link is immediately invalidated.
The modal returns to its initial state, allowing a new link to be generated if needed.

Tip: Revoking is required to switch between invitation types (e.g., from Anonymous to Authenticated).

5. Use Cases & Best Practices

Role	Scenario	Recommended Invitation Type	Best Practice
Team Leads (Escalation Support)	Join a live call to assist an agent with a complex customer issue.	Secure SSO Join	Revoke the link once the issue is resolved.
Quality Managers (Training & QA)	Monitor a live call for coaching or quality assessment.	Secure SSO Join	Use headphones and mute mic to avoid disruption.
Agents (Third-Party Assistance)	Bring in an external expert or interpreter temporarily.	Anonymous Join	Revoke the link immediately after the guest leaves.

6. Security and Compliance Notes

Only one active invitation link can exist at any time to ensure session integrity.
Links expire automatically when revoked or when the call ends.
For SSO links, identity verification is handled by your organization’s authentication provider.
Ensure that agents understand data privacy policies when sharing links with external parties.