It would be great to have a feature similar to Switch to chat, but for video.
During a phone call, the teammate could simply select Switch to video, and the customer would receive a link by SMS to join a video session.
We provide technical support, and in many cases it would be much easier to help customers if we could actually see what they are seeing, for example equipment, cables, error messages or their setup.
Ideally, the transition from phone to video should happen seamlessly within the same conversation in Intercom.