Genesys DX (formerly Bold360)

 View Only
Discussion Thread View
  • 1.  FAQ: In the Agent Workspace, how do I start a co-browse session?

    GENESYS
    Posted 10-25-2021 14:09
    Hey Genesys DX Community,

    How do I start a co-browse session in the agent workspace?

    Thanks!
    Rebecca

    ------------------------------
    Rebecca Roberts
    Genesys - Employees
    ------------------------------


  • 2.  RE: FAQ: In the Agent Workspace, how do I start a co-browse session?

    GENESYS
    Posted 10-25-2021 18:29
    Edited by Anthony Romero 10-27-2021 20:48
    You can launch a co-browse session from inside of the Agent Workspace. This is done via an active chat by clicking the co-browse button near the top:

    After clicking a prompt will appear inside the chat for the end user. This will ask them to confirm to begin the co-browse session and give warning that the agent will see their browsing experience.


    Assuming the end user clicks YES, the agent will be given the ability to co-browse with the user directly inside the Agent Workspace related to the current live chat session.

    Note: the co-browse feature requires the page to have Customer monitoring HTML has been implemented. If using the floating chat, the monitoring is built-in and nothing additional has to be done.

    ------------------------------
    Anthony Romero
    Genesys - Employees
    ------------------------------