Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Web Messaging with Cobrowse is only displaying the webpage background

    Posted 10-10-2023 00:24
    No replies, thread closed.

    After configuring cobrowse for web messaging, I am able to log in as an agent, receive a chat, click the cobrowse button and even request control but the only thing displayed on my agent screen is the background color of the customer web page.  I can use the drawing tool and draw on the page and it displays correctly to the customer but I don't see my mouse clicks.  Is this a CSS or permissions issue and how can I go about troubleshooting it?  Thanks!


    #Implementation

    ------------------------------
    Maureen Shaw
    Helpware Inc
    ------------------------------


  • 2.  RE: Web Messaging with Cobrowse is only displaying the webpage background

    Posted 10-10-2023 10:12
    No replies, thread closed.

    Is the webpage public, or behind a login? If it's behind a login, the CSS files etc. must be publicly available to Genesys Cloud (even if the webpage itself is behind a login.)

    We had this issue with a customer....



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: Web Messaging with Cobrowse is only displaying the webpage background
    Best Answer

    Posted 10-12-2023 01:05
    No replies, thread closed.

    Hi Paul...thank you for your response!  It is public.  We figured out that it was because the client implemented it outside of the iframe, which was causing the issue.  They had implemented it that way because they needed to track the form usage.  Once they made the change, it resolved the display problem.  Thanks again!



    ------------------------------
    Maureen Shaw
    Helpware Inc
    ------------------------------

    Original Message


Related Content