Genesys Cloud CX - Beta HQ

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

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
------------------------------


Original Message:
Sent: 01-19-2024 04:47
From: Valentin Koulaksezian
Subject: Beta Announcement: Co-browse for Voice via Messenger

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

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
------------------------------


Original Message:
Sent: 01-19-2024 10:00
From: Chad Hansen
Subject: Beta Announcement: Co-browse for Voice via Messenger

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


Original Message:
Sent: 01-19-2024 04:47
From: Valentin Koulaksezian
Subject: Beta Announcement: Co-browse for Voice via Messenger

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

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. 

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


Original Message:
Sent: 01-19-2024 10:00
From: Chad Hansen
Subject: Beta Announcement: Co-browse for Voice via Messenger

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


Original Message:
Sent: 01-19-2024 04:47
From: Valentin Koulaksezian
Subject: Beta Announcement: Co-browse for Voice via Messenger

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