Video calls with Cloudflare RealtimeKit
Connect Cloudflare RealtimeKit to EngageOne so agents can start a video or voice call with a customer from a live chat conversation.
On this page
The Cloudflare RealtimeKit integration lets agents start a video call with a customer from inside a conversation. Both sides join the call in their browser, without installing anything.
Where you can use it
The video call button appears in conversations from:
- Website live chat inboxes. The customer joins from the chat widget.
- API inboxes. Your own app receives the call invitation as a message and must show it to the customer.
It isn't available on other channels, such as WhatsApp, email or Messenger.
Before you start
You need:
- The Administrator role in EngageOne.
- A Cloudflare account with RealtimeKit set up and an app created in it.
- A Cloudflare API token with Realtime Admin access to that account.
Collect these three values from your Cloudflare dashboard:
| Value | Where to find it |
|---|---|
| Cloudflare Account ID | Your Cloudflare account overview. |
| RealtimeKit App ID | The RealtimeKit app you created. |
| Cloudflare API Token | Create one under your Cloudflare API tokens, with Realtime Admin permission. |
Note: Cloudflare charges for RealtimeKit usage on your Cloudflare account. Check Cloudflare's pricing before you turn it on.
Connect Cloudflare RealtimeKit
- Go to Settings → Integrations and click Configure on the Cloudflare RealtimeKit card.
- Click Connect.
- Enter the Cloudflare Account ID, RealtimeKit App ID and Cloudflare API Token.
- Click Create.
EngageOne checks the details with Cloudflare before saving. If something is wrong, you see a message that tells you which part to fix, for example that the API token is inactive or the App ID wasn't found in this account.
Note: If your account used the older Dyte video integration, delete it and connect again with your Cloudflare RealtimeKit details.
Start a call
- Open a website live chat or API conversation.
- Make sure you're in Reply mode, not writing a private note.
- Click the video call button at the bottom of the reply box. Its tooltip reads "Start a new video call with the customer".
- EngageOne posts a meeting message in the conversation, for example "Asha has started a meeting".
- Click Click here to join on that message. The call opens inside the conversation. Allow camera and microphone access when your browser asks.
How the customer joins
On website live chat, the customer sees the meeting message in the chat widget. They click Click here to join to enter the call, and Leave the call when they're done.
Other agents can join the same call from the meeting message in the conversation.
Leave a call
Click Leave the room under the call. You can rejoin from the meeting message while the meeting is still running.
If something goes wrong
| Message | What to do |
|---|---|
| "There was an error creating a meeting link, please try again" | Check that the integration is still connected and the API token is active. |
| "There was an error joining the call, please try again" | Refresh the page and try again. Check your browser allows camera and microphone access. |
Disconnect
- Go to Settings → Integrations → Cloudflare RealtimeKit.
- Click Disconnect and confirm with Yes, Disconnect.