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<translate>= How to Have an Audio Chat= During an active chat session, both you and your customers have the ability to initiate 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:

1. Click the headset icon , located in your Active Communications List (ACL).
2. If your customer wants to initiate an audio chat, they may click the call button. Note: The background color of the button your customers see will vary depending on how your chat widget is configured.
3. To end an audio chat, click on the telephone icon . For customers, they may click the end call button.

Customers may have video and audio options available at the same time

Switching from Audio-Only to Video Chat

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:

1. Click the headset icon
2. Next, click on the video on button
3. For customers, initiating a video chat happens at the same time as initiating an audio chat (i.e., they click the call button). A customer's video will be visible as soon as the agent clicks the headset icon .

For more information on how video chat works, see How to Have a Video Chat.

Audio-only chat as seen by the customer

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