Genesys Cloud - Main

Hi Monica,

The upcoming Co-browse for Voice is built upon our new and improved Co-browse service, including simplified deployment via Messenger. Similar to how Web Chat will, in time, be decommissioned in favor of Web Messaging, the legacy Co-browse offers will be decommissioned as well. Timing of this has not been decided yet, but this topic will be revisited later this year.

As for how Co-browse will work for Voice, the end-customer experience will be very similar. While they're on the phone with an agent, the agent will provide a PIN to the customer and guide them on where to enter the PIN on the website, which will be within Messenger, but not within a web messaging conversation.

With this PIN approach, we could have the ability to extend this capability to third party messaging channels and Open messaging as well. We'll be monitoring demand to determine when we can offer this support.

Thanks for the question!

Thanks Chad!

It's sounding like the teams my team supports may have a use case that would fit well with the new voice co-browse (we are not currently using co-browse though). So we would appreciate being able to keep an eye out for those releases to come! Is there a best project / roadmap title that this is tied too that my team can follow up on in the future and look for in the roadmap?

I think we may also have an opportunity for a use case with the third party messaging channel integration, so I'll share the idea with our teams as well and look forward to hearing how this progresses as well!

Thanks!

Hi Monica,

The upcoming Co-browse for Voice is built upon our new and improved Co-browse service, including simplified deployment via Messenger. Similar to how Web Chat will, in time, be decommissioned in favor of Web Messaging, the legacy Co-browse offers will be decommissioned as well. Timing of this has not been decided yet, but this topic will be revisited later this year.

As for how Co-browse will work for Voice, the end-customer experience will be very similar. While they're on the phone with an agent, the agent will provide a PIN to the customer and guide them on where to enter the PIN on the website, which will be within Messenger, but not within a web messaging conversation.

With this PIN approach, we could have the ability to extend this capability to third party messaging channels and Open messaging as well. We'll be monitoring demand to determine when we can offer this support.

Thanks for the question!