Talkward × Videoanrufe
Video calls straight from the chat window
The customer holds the product up to the camera, your team sees at once what is going on. Video calls from the chat window, no app, no number, no image stored. Voice calls included.
Sound familiar? Three moments where a picture says more.
For some issues no description helps. Somebody has to look, and that only works with a return or guesswork.
“It makes this noise.”
The customer describes a rattle, your team guesses. Photo? Shows nothing. Video by email? Too big. So a return, inspection, two weeks, and the device was just assembled wrong.
Arrived damaged, but how badly?
A photo of the dent does not say whether the contents are intact. Your team has to decide: replacement on suspicion or stall the customer.
“Will that fit on my wall?”
The customer asks about dimensions, bracket, connections. Three messages full of numbers, and in the end they order the wrong thing.
With Talkward the customer shows it in a video call, straight from the chat. Your team sees, decides and records the outcome in the conversation.
Three video calls from everyday life
When the camera saves returns.
The camera appears in the chat window next to the handset during your call hours and as soon as somebody it should ring for is ready. The customer only needs their browser. It pays off most on landing pages and pages where customers stay for a while. If the customer changes the page during the call, it reconnects by itself, with a pause of two to three seconds.
Defect or user error?
The blender rattles. On video your team sees within ten seconds: the seal is in wrong. Solved in the conversation, no return, no replacement, one happy customer.
Assess transport damage
The customer shows box and contents to the camera. Your team decides at once on replacement or partial refund instead of sending photos back and forth and refunding on suspicion in the end.
Advice with the product in hand
Your team member shows the product in front of the camera: size, closure, accessories. The customer sees what they get and orders the right thing the first time.
How the video call worksBrowser to browser, no phone network.
The customer clicks the camera in the chat window. Video and audio run directly between their browser and your team member’s browser, relayed through our server in Nuremberg so neither side sees the other’s address. No phone number, no app for the customer, no image stored. In the inbox it rings at the bottom right, and in the app on the phone; whoever answers first takes over the conversation. Both sides can switch the camera off at any time, then the call continues as a voice call.
Camera only when somebody is there
The chat window shows handset and camera only during the brand’s call hours and when somebody it should ring for is ready: specific people, departments or everyone who sees the brand. Everyone switches “Answer calls” on or off for their browser.
Voice calls included
Video calls include the “Calls” extension. Customer and team can switch the camera off at any time and just talk.
Sits in the conversation afterwards
After hanging up a line appears: video call, answered or missed, duration, name. What your team saw, it records as an internal note.
No picture, audio only with consent
The picture is never stored. An audio recording with transcript can be switched on per brand and only runs when customer and team member agree; the audio file is deleted after 30 days. Customer and team do not see each other’s IP address.
- Connection
- Video call from the chat window, browser to browser (WebRTC), relayed via Nuremberg; voice calls included
- Access
- Call with outcome, duration and name in the conversation; no image stored; optional audio recording with transcript, only with consent
- Processing
- Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.
Seen, decided, recorded.
Every video call leaves a line in the conversation: when, how long, with whom. The decision, such as “no return needed”, your team writes as a note right underneath.
- Video call
- Answered by
- Duration
- Outcome
- Camera off
- Note
- Last video call
- 25 Sep 2026, 15:02, 3:40 min
- Answered by
- Jonas
- Outcome
- Seal inserted wrong, solved on video
- Return
- Not needed
Set up in three steps.
From Professional, €19 per month per brand, voice calls included. Nothing to install, neither for you nor for the customer.
Enable the extension
In Talkward under Extensions switch on “Video calls”. Your oldest brand now has calls. You add further brands under Settings › Brands, €19 per month each.
Screenshot to followMark the team as ready
In the inbox switch on “Answer calls” in the user menu and allow the browser camera, microphone and notifications. Who answers and when, you set per brand under Settings › Brands.
Screenshot to followTest call
Open your store’s chat window, click the camera, answer in the inbox. Afterwards the line sits in the conversation, done.
Screenshot to follow
“Video calls” extension
€19/ month per brand, from Professional, provisional, net
€19 per month per brand, from Professional, cancel monthly. The first brand is included, every further one costs another €19. Voice calls included, no per-minute rates.
All plans and prices- Video call from the chat window, browser to browser, camera can be switched off any time
- Voice calls included, who answers and call hours per brand
- Call with outcome, duration and name in the conversation
- No image stored, audio recording only with consent, encrypted via Nuremberg
- Servers in Nuremberg (ISO 27001)
- Data processing agreement
- AI replies labelled (EU AI Act)
- Extensions cancellable monthly
Questions about video calls
Question not listed? Write to us at hey@talkward.app.
Does the customer need an app?
No. They click the camera in the chat window, their browser asks for camera and microphone, done. No number, no installation.
Can the customer switch the camera off?
Yes, both sides at any time. The call then continues as a voice call.
Is the video recorded?
The picture never. If you switch recording on for the brand and customer and team member agree, only the audio is recorded and transcribed (via Mistral in Paris, EU). The audio file is deleted after 30 days (adjustable), the transcript stays as an internal note. It is off by default. The conversation keeps type, outcome, duration and the team member’s name; what your team saw, it records as a note.
Are voice calls included?
Yes. Video calls include the “Calls” extension. You only need one of the two.
What happens if the customer changes the page during the call?
The video call continues. The chat window opens by itself on the new page and reconnects; picture and sound drop out for two to three seconds in between. Safari may ask for camera and microphone again. If the customer leaves the store completely, the call ends after 30 seconds.
On which pages does the video call pay off most?
On landing pages and pages where customers stay for a while: product page, advice, assembly instructions. Anyone clicking through many pages during the call gets a short pause at every change.
What do video calls cost?
€19 per month per brand, from Professional, cancel monthly, voice calls included. The first brand is included, every further brand with calls costs another €19. No per-minute rates. All prices are provisional and net.
Goes well with
CallsCustomers call straight from the chat window, no phone number. Your team picks up in the inbox.
Screen viewSee live which store page the customer is stuck on, once they allow it in the chat. Inputs masked, nothing stored.
Calendly integrationBooking link with one click from the conversation, pre-filled. Bookings and cancellations in the conversation and the record.- All integrationsShop, ERP, marketplaces, shipping and service
Secureyour seat.
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