Closed captioning and subtitles in video chats make conversations more accessible or everyone. They’re especially helpful for participants who are deaf or hard of hearing, non-native speakers or those joining from noisy environments. On video chats we can provide for both agents and customers so that everyone can participate.
Haven’t configured your queues and groups yet? No worries… Start with our Getting Started Section to get everything in place.
⚙️ How to Use Closed Captions?
Step 1: Access the Settings
Head over to ‘Settings’ in the left-hand menu, navigate to ‘Channel Management’ and ‘Video Transcripts’ and make sure that this has been enabled.
You can use the search bar the top of the settings page to search for this setting as well!
Step 2: Enable Closed Captions
Once transcripts have been enabled, a new icon will appear when video calling customers.
Both the agent and the customer can click this button to enable/disable captions for the session.
Talkative will remember if you enabled or disabled captions in your last video chat and will default accordingly
📑 Captions in Interaction Logs
Recordings stored in the interaction logs will also show captions for supervisors providing them with the same benefits as agents and customers.
The recordings can be accessed from the ‘Recordings’ tab on the interaction logs.
