How to Have an Audio ChatDuring an active chat session, both you and your customers have the ability to initiate [[contact-center-administrator-guide/Glossary|VoIP calls]] (i.e., audio only), allowing you to easily switch between chat and voice. '''Note''': In order to have audio-only calls via chat, this setting must be enabled by your contact center administrator.To initiate an audio chat with your customer, follow these steps:# Click the '''headset icon''' [[File:Chat-Widget-VoIP-Button-52.PNG|37px]], located in your [[agent-guide/UserInterfaceOverview#Active_Conversations_List_.28ACL.29|Active Communications List (ACL)]].# If your customer wants to initiate an audio chat, they may click the '''headset icon''' [[File:Chat-Widget-CUSTOMER-VoIP-Call-Button-52.PNG|26px]]. '''Note''': The background color of the button your customers see will vary depending on how your chat widget is configured.# To end an audio chat, click on the '''telephone icon''' [[File:Chat-Widget-End-Call-Button-52.PNG|37px]].If both VoIP and video chat are enabled, you may switch between, chat, audio, and video during an active chat session. '''Note''': Video chat must always start as an audio-only chat, with the option to upgrade to video.To intiate a video chat, follow these steps: # Click the '''headset icon''' [[File:Chat-Widget-VoIP-Button-52.PNG|37px]]# Next, click on the '''video on''' [[File:Chat-Widget-Video-ON-Button-52.PNG|37px]] button# If your customer wants to initiate a video chat, they must first click the '''headset icon''' [[File:Chat-Widget-CUSTOMER-VoIP-Call-Button-52.PNG|26px]], then the '''video on''' [[File:Chat-Widget-CUSTOMER-Video-ON-Button-52.PNG|26px]] button.For more information on how video chat works, see [[agent-guide/HowtoHaveaVideoChat|How to Have a Video Chat]]