TrueEngage allows you to enhance the visual experience of video calls by adding a custom video background behind the agent’s camera feed. This feature can help reinforce branding, improve privacy, and create a more professional appearance during customer interactions.
You can configure the video background directly in the Management Panel → Widgets → Design → Additional Settings.
Video background option let you upload an image that will replace the agent’s real environment during a video call.
When enabled, every video call coming from this widget will display the uploaded background image behind the agent.
This feature is ideal for:
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Retail kiosks
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Financial or healthcare consultations
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Virtual service desks
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Any scenario where a consistent or branded appearance is required
How to Enable and Configure the Video Background
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Open your widget in the TrueEngage Management Panel.
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Navigate to:
Design → Additional Settings
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Locate the Video backgrounds option.
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Turn the toggle ON.
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Upload your PNG image. (Maximum size: 8MB)
Once uploaded, the background becomes active immediately for all video interactions made through this widget.
Image Requirements
To ensure the background displays correctly behind the agent, the image ratio should match the agent’s camera aspect ratio.
Common ratios include:
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4:3 — Many built-in laptop webcams
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16:9 — Most external webcams
Using a matching ratio prevents stretching or cropping of the background during video calls.
Interaction with Blur Settings
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If you enable a video background, it will automatically override the Agent Blur setting for this widget.
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Visitor Blur remains unaffected.
This ensures that the background image is always visible and not partially blurred.
Important Limitation
⚠️ Video background does not work in the Genesys Desktop Application.
This is a current limitation of the Genesys environment and may change if Genesys updates their Desktop App rendering pipeline.