Hello.
A client would like an insight as to how a co-browse would work. This is new to me, and I'm trying to explore and do my research.
So far, I had installed the Genesys Cloud Demo Extension and did the necessary configurations, like entering my name, number, and email under the Customer Info tab, to match it to my PCN Info. I was successful with testing both web chat and email, except for co-browse. It's kind of confusing to me having 3 options: chat, voice, and button.
- When I choose "chat" in the drop down menu, it also automatically ticks "Web Chat V1" and requires me to input atleast 2 Skills before I could save. Question, could this be any? Random? Does it have a bearing for it to work? If so, where do I set this up inside my GDemo account? I had tried to put Skills: "Sales" and "Technical Support" in my GDemo account and entered the same in the Extension configuration, but nothing happened. I tried to prompt a chat, but didn't receive any interaction.
- When I choose the "voice" option, it automatically ticks the other "Voice" too and a blank space for a phone number. Question, what number do I put? Do I input my own same number as what I've declared in my PCN Info? Or is there a designated number to use for this testing? I tried to enter mine, and it prompts a pop-up window where you can click on a link where it says "Already in a call? Let us browse with you". It just shows an empty gray box in the lower right corner of the screen.
- Lastly, when I choose "button", it's as is. I just tick on the checkbox underneath it to determine it's for a Genesys Cloud instance and not Pureconnect. When I try it out, it just shows the same empty gray box.
I'm sorry if this is kind of confusing. I tried to make it as detailed and clear as possible. I'm kind of stuck, and don't know the next step. I've been searching for hours, but it only shows actual integration of the co-browse with an actual client, already with the APIs, etc. While I just really need to setup a quick demonstration in my GDemo account.
Would really appreciate your help!
#Unsure/Other------------------------------
Janine Alecs Pumarada
Systems Engineer
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