Virtual Calls

With Virtual Calls, you can enable communication from anywhere.

Transportation barriers, geographic barriers, mobility barriers, and limited appointment availability are significant obstacles to communicating with customers in person. Increase access by enabling Virtual Calls between consumers. Make it even more convenient for customers by providing self-service scheduling, automated appointment notifications, and easy access links to the video platform.

• Get Your Org Ready for Virtual Calls
  Enable and configure the required supporting features for Virtual Calls.
• Amazon Account Requirements
  Virtual Calls uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Calls.
• Considerations for Video Appointments with Amazon Chime
  Here are some things to keep in mind when you set up video appointments with Amazon Chime.
• Enable Video Calls
  Enable Video Calls so that you can set up video appointments.
• Connect Amazon to Salesforce
  Create a connected app to connect Amazon to Salesforce. A connected app is a framework that enables an external application to integrate with Salesforce using APIs and standard protocols such as OAuth.
• Configure External Video Service
  Virtual Calls integrates with Amazon Web Services (AWS) Chime SDK to offer your users an easy-to-use, feature-rich video platform. You must work with your AWS admin to complete the integration.
• Create a Named Credential for Virtual Calls
  Create a named credential to specify the URL of an AWS Chime callout endpoint and its required authentication parameters. Then specify the named credential as a callout endpoint to let Salesforce handle all authentication to AWS Chime.
• Add Video Appointment Types
  To differentiate video calls from other types of service appointments, add Video picklist values to the Default Appointment Type Picklist.
• Configure Virtual Calls
  Now that you have connected the AWS account to Salesforce, you can configure the Virtual Calls utility. Input the appointment types that use the video feature, choose a transcription type, and provide the storage place for transcripts.
• Enable Transcription of Virtual Calls
  Virtual Calls use Amazon Transcribe or Amazon Transcribe Medical to provide real-time audio transcriptions. These text captions can be displayed in the video interface to improve accessibility.
• Add the Video Call Component to the App Utility Bar
  Make it easy for your users to join a video call by adding the video call component to the Salesforce utility bar.
• Virtual Calls Self Service
  Make Virtual Calls even more convenient for customers by creating an Experience site with self-scheduling. Provide an intuitive video platform, automated appointment notifications, and easy access links for authenticated and guest users.
• Setup an Email Appointment Link for Authenticated Users
  Let your patients know with an automated email that their appointment is confirmed. Provide a convenient button in the email to access your Experience Cloud site.
• Set Up an Email Appointment Link for Guest Users
  Confirm a guest user’s appointment with an automated email that includes a button to access your Experience Cloud site where they can access their video visit.