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  • 1.  Beta Announcement: Co-browse for Voice via Messenger

    GENESYS
    Posted 11-29-2023 09:47
    Edited by Chad Hansen 10 days ago

    Update 2/16/24: Hi everyone, I'm happy to announce that Co-browse for Voice is officially releasing GA this week with the final region rollouts concluding later tonight. For more information on how to get started with Co-browse, see the Co-browse for Messenger overview

    --

    Hi everyone,

    We're excited to announce the Beta availability of Co-browse for Voice via Messenger (Idea: DIG-I-115). With this feature, agents can elevate a Voice conversation to a Co-browse session to better assist customers encountering points of friction while on the brand's website. With Co-browse, agents can see what the customer sees, make annotations, request navigation to specific pages, and even request limited control over the customer's browser to help overcome any challenges.

    With the Messenger single snippet, everything required to run a Co-browse session is already bundled as part of your Messenger deployment. Admins will want to be sure they've enabled Co-browse for Voice as part of the Messenger Configuration.

    This feature also introduces the ability for Messaging conversations to be disabled within your Messenger. This will allow for cases where Messenger can support Co-browse for Voice and the Knowledge App without also requiring the support of web messaging. 

    For more information, see Co-browse for Messenger overview and the related Co-browse for Messenger articles.

    If you are interested, please sign up by filling out the form below. This can also be found in the Beta HQ homepage. You will receive confirmation once your org is enabled, we'd love to hear your feedback as you try out this new capability!

    Beta Signup Form


    #BetaAnnouncement

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    Chad Hansen
    Product Manager
    Genesys - Employees
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  • 2.  RE: Beta Announcement: Co-browse for Voice via Messenger

    Posted 01-19-2024 04:48

    Hello Chad,

    Based on my testing, here's a feedback :

    As we discussed earlier, we have some customer which would like to use cobrowse Voice on different domains. In my opinion, there's 2 steps to address :

    1. Cross-subdomain support
    2. Cross-domain support

    Also, it would be geat to customize the icon on the messenger Widget, especialy when we only offer co-browsing for Voice and not messaging.

    It could be something like that.

    Is there any way to integrate the security code form inside website ? So we dont need the widget (i assume we can load Js libraries in background)

    On the agent side, the tooltip indicates "start screen share", maybe it would be better to indicate "start co-browse or screen share" here.

    Let me know if you need any precisions.

    Could you confirm that Cobrowse for Voice will be avaible for GC1 + Add-On Digital ?

    Is there any ETA for GA ?

    Thanks a lot.

    Valentin



    ------------------------------
    Valentin Koulaksezian
    Ceritek Sarl
    France
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  • 3.  RE: Beta Announcement: Co-browse for Voice via Messenger

    GENESYS
    Posted 01-19-2024 10:01

    Hi Valentin, great questions here. 

    We're currently investigating ways in which we can support cross-subdomain and cross-domain navigation for both Co-browse and Web Messaging sessions. Keep an eye out for details on this over the coming months as we solidify our plans. For now, expect that cross-subdomain will be our first priority of the two.

    For icon customization, you might consider creating a custom launcher as shown in our developer guide here. In the future, we will introduce the ability to customize the icon on the native launcher. This isn't prioritized just yet, so I don't have any expected timing to share.

    If you'd like to have customers enter the Co-browse Meeting ID somewhere on your website, this can be done through the CobrowseService plugin of the Messenger JS SDK. All related Co-browse functions are available via the SDK, but note that if you choose to not display Messenger, you will need to design your own Co-browse Toolbar for the end-customer to interact.

    In this scenario where you see the dropdown with Co-browse and Screen Share available, this means your user has both of these functions' permissions assigned. The existing behavior with Legacy Co-browse and Screen Share was to display the tool-tip as "Screen Share", so we've followed suit for the time being. This is planned to be cleaned up later in Q2 this year.

    Confirming that Co-browse for Voice is available with the Digital Add-on, this is true during Beta and at the time of the GA release.

    We are currently in the closing stages of our Beta. We don't have a final date confirmed for the GA just yet, but you can expect this in the coming weeks!

    Hope this helps!



    ------------------------------
    Chad Hansen
    Product Manager
    Genesys - Employees
    ------------------------------



  • 4.  RE: Beta Announcement: Co-browse for Voice via Messenger

    Posted 01-19-2024 10:40
    Edited by Valentin Koulaksezian 01-19-2024 10:41

    Hey Chad,

    That's clear, thanks a lot.

    I guess there's a lot of work to create a custom launcher but we will look into that.

    Also, two more questions :

    - Will cobrowse for Voice be part as GC1 since Message are not ?

    - Does Cobrowse legacy will be deprecated ? And when ?

    Thank again.

    Best regards.



    ------------------------------
    Valentin Koulaksezian
    Ceritek Sarl
    France
    ------------------------------



  • 5.  RE: Beta Announcement: Co-browse for Voice via Messenger

    GENESYS
    Posted 01-19-2024 11:08

    Hi Valentin,

    GC1 won't have access to Co-browse since it is ultimately a Digital feature. In this case, the Digital Add-on could be your path forward.

    We'll have an official announcement coming out next week on the deprecation of Legacy Co-browse. All customers should migrate to the new Co-browse before mid-year 2024. 



    ------------------------------
    Chad Hansen
    Product Manager
    Genesys - Employees
    ------------------------------



  • 6.  RE: Beta Announcement: Co-browse for Voice via Messenger

    Posted 01-19-2024 11:32

    Noted, thanks.

    Have a nice weekend.



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    Valentin Koulaksezian
    Presales Engineer
    Ceritek Sarl - France
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