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  • 1.  Web Messaging - Co-Browse on a SalesForce lightining page not working?

    Posted 11-23-2023 16:00

    Hey all,

    I have a customer who has deployed web messaging on their SalesForce website and wants to use Co-Browse. It works perfectly for me when I test on any other website, and works perfectly for my customer on any of their website pages that are Visual Force pages but not on the Lightining pages. All the agent sees is part of a giant letter, not the whole page the end user is on. If the agent takes control of the screen and draws on it it is visible to the end user too. 

    I have raised with support and been advised that Genesys Cloud is not blocked any of the CSS fields or anything, so my question to you good people:

    Is anyone out there using Co-Browse from Web Messaging on a SalesForce Lightining page successfully?


    Emma Lilley
    Black Box Technologies New Zealand Limited

  • 2.  RE: Web Messaging - Co-Browse on a SalesForce lightining page not working?

    Posted 11-27-2023 14:06

    Hi Emma - I'm having a bit of trouble understanding the full picture here. Is there any chance you could help to provide a recording of the scenario and what is happening? We do support the ability for agents to Co-browse when working via the Embedded Client (for instance, embedded in Salesforce). What i'm less certain of is this scenario, where it sounds like Messenger is deployed to the Visualforce/Lightning pages and this is where the "customer" persona is interacting with Messenger. I would expect that a number of issues could come into play when attempting this.

    Any recording or visuals would be helpful here. Thank you

    Chad Hansen
    Product Manager
    Genesys - Employees

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