Text Messages · LiveChat · Client guide & SOP

Video messages: say it with video

Record a short video on your computer or your phone, watch it back, and send it from the conversation. When a customer replies with a video, play it right where you work. Nothing sends until you click Send.

Watch the walkthrough

A narrated introduction and how-to, under two minutes. Turn on captions with the CC button. The contacts and messages on screen are example data.
The short version Video messages are already in LiveChat in every workspace; there is nothing to switch on. Open Text Messages, choose a contact, stay on the SMS tab and click Record video below the message box. Record up to 30 seconds, click Use, check the preview, then click Send. Prefer your phone? Click Record on phone and scan the code.

Why it matters

A long text can feel cold, and a phone call isn't always welcome. A short video shows your face, your product or the job site in a few seconds.

BeforeRecording on a phone, finding the file, moving it to the computer and attaching it, or giving up and typing a long explanation.
NowRecord, review and send from the conversation you're already in, on your computer or your phone.
Why that helpsA friendlier first touch, quicker answers to "what does it look like?", and customer videos you can watch without leaving your work.

Good uses: a personal hello to a new lead, a quick product or project demonstration, a progress update from the job, or a reply to a customer who sent you a video of a problem.

Record on your computer

  1. Open Text Messages from the dock and choose a contact.
  2. Make sure the SMS tab is selected, then click Record video below the message box.
  3. The first time, your browser asks to use your camera and microphone. Click Allow.
  4. When you see Camera ready, click Record. You have up to 30 seconds; the countdown shows the time remaining and recording stops on its own at the limit.
  5. Click Stop when you're done. Watch it back under Review your video.
  6. Click Retake to try again, or Use to add it to your message.
The Record video window with the camera ready, Up to 30 seconds, a Record button and Record on phone
ExampleThe Record video window, camera ready.
The LiveChat message box with the SMS tab selected and the Record video button below it
ExampleRecord video sits below the message box, next to the other composer tools.
Review your video, with the recorded clip and Retake and Use buttons
ExampleReview your video: Retake, or Use to add it to your message.

Record on your phone

Use your phone's camera when it's handier, for example on a job site or when your computer has no webcam. You don't sign in on the phone.

  1. In the conversation, click Record video, then Record on phone.
  2. Scan the QR code with your phone's camera and open the link.
  3. On your phone, record a clip up to 30 seconds and watch it back. Tap Retake if needed.
  4. Tap Upload video. The phone shows Video uploaded. Return to your computer to preview and send.
  5. Back on your computer, the clip appears in the conversation's message box, ready to preview and send.
Each code works once, for 10 minutes. The timer under the code shows how long it has left. If it runs out, click New QR code. Click Cancel to stop waiting for your phone.
The Record on phone window with a QR code, the time left, and Waiting for your phone
ExampleRecord on phone, waiting for your phone.
Three phone screens: Record on phone with Retake and Upload video, the recorded clip playing, and Video uploaded
ExampleOn the phone: record, watch it back, tap Upload video.

Use a clip you already have

  1. Click Attach image (the camera icon) below the message box and choose a video file.
  2. Choose a clip up to 30 seconds long and smaller than 50 MB.
  3. It's prepared for texting the same way as a recorded clip.

Review and send

  1. While Uploading… or Compressing… shows, the video is being prepared for texting and Send is unavailable.
  2. When it's ready, the preview shows the clip's length and final size, for example 0:08 · 289 KB. Play it to check the result.
  3. Add a message if you like, then click Send or Send and Close.
  4. Changed your mind? Click Remove to discard the video and keep writing.
The message box with a prepared video attached, showing 0:08 and 289 KB, a Remove link and the Send button
ExampleA prepared video, attached and ready to send.
Good to know. One video per message; you can add text and photos with it. Video messages can't be scheduled. Switching to another contact or another tab (Comment or Email) discards the video draft.

Watch videos in the conversation

Videos you send appear in the conversation with playback controls.

When a customer sends you a video, it shows as a video attachment. Click Play video to load it, then use the playback controls. A message with videos and photos keeps each item in the conversation.

  • If loading fails, click Retry video.
  • If your browser can't play the format, use Open video or Download video.
A LiveChat conversation showing a sent text and a video message with playback controls
ExampleA video in the conversation, with playback controls.

How it's delivered

Tips for a great video

Keep it short15 to 30 seconds is plenty. Shorter clips also look sharper after compression.
Light your faceFace a window or lamp, not away from it.
Say their nameOpen with the customer's name and one clear next step.
Watch it backUse Review your video before you click Use. Retake costs nothing.

Troubleshooting

What you seeWhyFix
"Allow camera access in your browser to record."The browser blocked the camera or microphone.Allow camera and microphone for this site in your browser's address bar, then click Retry.
Camera unavailableNo camera found, or another app is using it.Close other video apps, or use Record on phone.
The clip is too longVideos can be up to 30 seconds.Trim the clip, or record a shorter one.
The video can't be made small enough to textThe clip has too much detail for a text message.Try a shorter clip.
"Couldn't prepare the video."Preparation didn't finish. Nothing was sent.Click Retry, or Remove and try again.
The QR code expiredEach code works once, for 10 minutes.Click New QR code and scan again.
Send is greyed outThe video is still uploading or compressing.Wait for the length and size to appear in the preview.
A received video won't playThe video didn't load, or your browser can't play its format.Click Retry video, or use Open video or Download video.
Still stuck? Contact our support team with the contact's name, the time, and the exact message you saw.

Questions

Do we need to turn it on? No. Video messages are in LiveChat in every workspace today.

Can a video send by accident? No. Recording, uploading and preparing never send anything. A video goes out only when you click Send.

How long can a video be? Up to 30 seconds. Recording on your computer stops on its own at the limit.

Why does the video look softer than my original? Videos are compressed so they can be delivered as a text message. A shorter clip and good lighting give the clearest result.

Do I need to sign in on my phone? No. Scanning the code opens a one-time recording page for that conversation. It works once and expires after 10 minutes.

Can you help us get started? Yes. Contact our support team and we'll walk you through it.