Engage Your Customers Visually with Annotations

Improve the effectiveness of your customer support with the real-time annotation capabilities of Oracle Live Experience.

When your customers share their screen or camera, you can annotate exactly where they need to tap or precisely where to plug in their internet cable.

The annotation tool is automatically enabled for video calls and screen sharing. When screen sharing, both the customer and the associate can use the annotation tool. On a video call, only the associate can use the annotation tool. Customers see annotations on their screen as you guide them through the engagement. When the call is ended, the annotations disappear from your customer's screen. Annotations are saved as part of recorded engagements.

Note: When a customer's call originates from a website, annotations can appear only on the browser page containing the Live Experience widget. If the customer navigates to another browser tab and either party attempts to annotate, the annotations won't appear.

See The Associate Desktop Annotation Interface for more information.

1. Click the pencil icon in the call window to activate annotations.
   Your customers activate annotation by clicking or tapping the pencil icon on the widget.
2. To make annotating on a video easier, click the camera icon next to the pencil icon to temporarily freeze the video stream so you can annotate a still image.
3. Choose a color for your annotations.
4. Use the eraser tool to erase any annotations you made.