for voice and video add on - be able to setup so that it is controlled only by chatter and not the customer
right now if you buy this add on, the customer sees video and voice icons and can start the call that way, but we want it under chatter control, so a normal chat starts and the agent can turn it into voice, video, or share screen - perhaps with customer permission.
Well it's simple, many customer abuse of the call and screen-sharing option. We should be the support the only one able to send such request when we decide to not them.
I have also posted the same question, please also vote my idea. because how can we allow anyone to make video call to us for fun purposes. Video and audio call services should only be available for those clients and customers who are willing to pay consultancy fee and for those who allowed by the chat agent or chat admin