Join a VideoEngager Video Call on Mobile (iPhone & Android)

Applies to: Visitors joining a VideoEngager video call from a mobile device using Safari/Chrome (iOS) or Chrome (Android)

In This Guide

Quick steps (30 seconds)
Best practices to reduce “Join / Allow camera” confusion
Scenario A: Video + Audio (standard)
Scenario B: Video-only (when you’re already on a phone call)
Troubleshooting (permissions + common join issues)

Quick Guide (30 seconds)

Tap the secure link you received (SMS or email).
When your phone asks, tap Allow for Camera (and Microphone if you want audio).
On the pre-call screen, confirm you can see yourself, then tap Join.

Tip: If the link opens inside a messaging app (Viber/Teams/Gmail preview), tap Open in Browser (Safari/Chrome) so the permission prompt appears.

Best Practices (to avoid “Join / Allow camera” confusion)

Use a Pre-Call Check page (recommended): Visitors expect the permission prompt and can confirm video preview before joining.
Put “Tap Allow” in the invite message: Don’t rely on visitors reading a help article during the call.
Warn about in-app browsers: If permissions don’t appear, instruct visitors to open the link in Safari/Chrome.
Normalize “Microphone in use”: If the visitor is already on a phone call, browser microphone may be unavailable — video-only still works.
Make recovery from “Don’t Allow” a 10-second step: Safari Aa or Chrome 🔒 → enable Camera/Mic → reload.
Add 3 quick checks: Close other apps using camera/mic → disable Low Power Mode → switch Wi-Fi/LTE if preview doesn’t load.

Scenario A: Video + Audio (standard connection)

Best for: Starting a new call where you need to both see and speak to the agent in the browser.

Open the secure link.
When prompted, tap Allow for camera and microphone.
On the pre-call screen, verify you can see your video preview.
Tap Join to start the session.

Scenario B: Video-only (you are already on a phone call)

Best for: You are already talking to the agent on a cellular call and only need to share video.

Stay on the phone call (use speakerphone or headphones).
Open the video link.
Tap Allow for camera access.
If you see “Microphone unavailable / No microphone found” — this is normal while you’re on a phone call.
Tap Join to share video while continuing audio on your phone line.

💬 Agent Copy/Paste Scripts (recommended)

Chat (slightly longer)

Please open the video link. When your phone asks for permissions, tap Allow for Camera (and Microphone if you want audio). You’ll see a quick preview of yourself — then tap Join. If the link opened inside Viber/Teams/Gmail, tap Open in Browser (Safari/Chrome) so the Allow prompt appears.

SMS / WhatsApp (short)

Open the link → tap Allow for Camera/Mic → you’ll see your preview → tap Join. If no Allow popup appears, tap Open in Browser (Safari/Chrome).

If they tapped “Don’t Allow”

No worries — tap Aa (Safari) or the 🔒 lock (Chrome) next to the website address → enable Camera/Microphone → refresh the page.

If they are already on a phone call

If you’re currently on a phone call, it’s normal if the browser says the microphone is in use. You can still tap Join to share video-only.

⚙️ Admin Setup (recommended): Enable the Pre-Call Check page

Enabling the Visitor Precall Page reduces join confusion because visitors see a preview screen and expect the permission prompt before joining.

Open the VideoEngager Admin Portal.
Go to Settings → SmartVideo.
Enable Visitor Precall Page.
(Optional) Add a short line on the pre-call screen: “When prompted, tap Allow for Camera/Microphone.”

Invite message best practice: add one sentence:

“When the page opens, tap Allow for camera/microphone. Then you’ll see yourself and press Join.”

`🧰 Troubleshooting (permissions + common issues)

Issue	Likely Cause	Fix
“No camera found” / “No microphone found” / Join button disabled	Camera/mic permission was denied	Open site permissions (Safari Aa or Chrome 🔒) → Allow Camera/Mic → Reload
No “Allow” prompt appears	Link opened inside an in-app browser (Viber/Teams/Gmail preview)	Tap Open in Browser (Safari/Chrome) → Reopen link → Allow permissions
Microphone unavailable while joining	Visitor is on a cellular phone call (mic is already in use)	This is expected. Join with video-only, keep audio on the phone call
Black screen / camera won’t start	Another app is using the camera/mic	Close apps like Teams/WhatsApp/Camera app → Reload the page
Preview loads but video freezes or won’t connect	Network quality / captive Wi-Fi portal / unstable Wi-Fi	Switch Wi-Fi ↔ LTE, or try another network, then reload and rejoin

Reset permissions (step-by-step)

iPhone (Safari)

Tap Aa in the address bar.
Open Website Settings.
Set Camera to Allow (and Microphone if needed).
Tap Done and refresh the page.

iPhone (Chrome)

Tap the 🔒 lock icon in the address bar.
Open Permissions.
Enable Camera (and Microphone if needed).
Reload the page.

Android (Chrome)

Tap the 🔒 lock icon to the left of the website address.
Tap Permissions.
Enable Camera (and Microphone if needed).
If available, tap Reset permissions, then reload the page.

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Supported Browsers & Devices