Daily Video Migration

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 09:53 PM by Seb Coulthread

How to enable Daily.co

As of 11th April 2024, Talkative will be migrating customers to use Daily.co as a video subprocessor.


Why are we changing video provider?

Due to our current provider Twilio discontinuing its video services, Talkative reviewed the video chat SDK providers and after a number of tests, found daily.co to be the best overall solution.


We are excited to share that this transition will provide a number of enhancements to the video chat experience:

  • Transcripts will now be available in real-time during video calls.
  • Recordings will be accessible within 5-10 minutes after the call, compared to the previous 2+ hour wait time. 
  • Additionally, we plan to introduce live captioning to our new video service in the near future. 

What does this change mean from a data perspective?

Effective April 4th 2024, daily.co will be added as a Talkative data sub-processor. You can review their privacy policy at https://www.daily.co/legal/privacy. Just like today with Twilio, Daily.co will only retain data for live video calls and will dispose of it shortly after the call ends. Daily.co also uses regional data centres like Twilio.


What do I need to do?

The switch from Twilio to Daily will occur gradually, with a per-org rollout, starting on the 4th April. 


There will be no changes to the agent or customer experience.


That said, as part of this transition, we kindly ask that you ensure your Chat Widget is updated to the latest version (at least version 0.43). 


If you do not perform this update on your own, it will be done automatically shortly after April 4th 2024 by Talkative support. 


Please note that while this update may introduce new language strings, it will only affect users who have translated our widgets into languages other than English. The widget functionality will remain the same. If you have translated the widget, we strongly encourage you to perform the upgrade manually before April 4th 2024 to ensure proper language support. 


If you would like to obtain early access and take advantage of these new features, please let us know.

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