← Conversations

Video chat and screen sharing

Some problems are easier to solve when you’ve got someone to talk to. With Banno’s video chat and screen sharing feature, your team is empowered to talk face-to-face with a customer, and even help them with issues directly by sharing their screen to show exactly where their issues lie. It’s fast, simple, reliable, and available directly in the Conversations you already use.


Using video chat and screen sharing requires your institution to have Conversations enabled. Once your support representative has turned on video chat, your team members must be part of a Group in Users & Groups with the Manage video chat permission, which is nested under Banno Support. As soon as that permission has been granted, that group can start using video chat right away!

Starting a video chat

Video chats are treated as an attachment in a Conversation. Simply select the Attach a video chat icon to get started. Clicking the Join video chat button on the resulting attachment takes you to the pre-flight screen, showing you three options to set up your call preferences before joining live with the end user. The end user will see the same process when they select the Join video chat option.

Toggles your microphone on or off.
Toggles the camera on or off.
Opens a dialogue letting you set your Video input (camera), Audio input (microphone), and Audio output (speakers or headphones).

All of these options are also available on-screen during a call.

Once you have joined, the Share button is also available. This begins a screen sharing session. Your browser will present a browser-specific dialog so you can share specific parts of your screen. Note: Screen sharing is not supported in Banno Mobile nor in Banno Online on a mobile browser.

Browsers typically offer the ability to share an entire screen. This option is useful, but can make it easy to unintentionally share information. When sharing your screen, take extra precaution you are only sharing what you intend to share.

Other members of your team with the appropriate permissions can also join any video chat, allowing you to host a video chat with more than two people if specialized information is requested.

Additional information

Video chat is not currently supported when using Banno Support via the Xperience SSO. This is because the browser package utilized for Xperience does not allow access to browser permissions, such as microphone or camera access. We are exploring options to remedy browser permission access via Xperience, but in the meantime your support agents are able to access video chat functionality via an alternate browser.


If the video chat feature encounters an error trying to access your microphone or camera you will be presented with a message notifying you of this issue. You can use Twilio’s diagnostic tool to troubleshoot media device issues further.


Is video chat available on Banno Mobile?
Video chat is available on version 3.2 or newer of Banno Mobile. Note that mobile devices do not support screen sharing natively—this includes using a web browser on a mobile device.
Is video chat secure?
Yes! All video chat sessions are behind the same authentication as Banno Conversations, making video chat every bit as secure as that feature.
What are video chat users able to share when screen sharing?
Both financial institution employees and account holders are able to share anything their browser supports. Chrome, for example, allows users to share a single tab, a window, or an entire screen.
Is it possible to record a video chat?
No, recording video chat (and/or screen-sharing sessions) is not supported.
Can video chat and screen sharing functionality be expanded using the Digital Toolkit?
No, these features are not extensible; therefore, the Developer Relations team that manages JackHenry.Dev and answers questions submitted on Stack Overflow (when tagged with banno-digital-toolkit) cannot provide insights or assistance regarding video chat and screen sharing.