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!
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Maureen Shaw
Helpware Inc
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Original Message:
Sent: 10-10-2023 10:12
From: Paul Simpson
Subject: Web Messaging with Cobrowse is only displaying the webpage background
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....
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 10-10-2023 00:24
From: Maureen Shaw
Subject: Web Messaging with Cobrowse is only displaying the webpage background
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
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Maureen Shaw
Helpware Inc
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