Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

When using co-browser the customer side is not showing the top of the web page while the agent end does

  Thread closed by the administrator, not accepting new replies.

  • 1.  When using co-browser the customer side is not showing the top of the web page while the agent end does

    Posted 05-09-2025 09:46
    No replies, thread closed.

    The business is reporting issue where when they are using co-browser. They notice on the customer end the top of the page isn't not showing the tabs while the agent end it does show the tabs properly.

    Customer:

    Agent: 

    Is this issue related to the business webpage that the customer is using that's causing it? They are using web messenger on a PC. And the business confirm they are seeing the same issue when using the same PC that most of their customer use. Its been reported happening last year when they started noticing this issue when using co-browser. Sometimes the issue are different. 


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface


  • 2.  RE: When using co-browser the customer side is not showing the top of the web page while the agent end does
    Best Answer

    Posted 05-09-2025 10:23
    No replies, thread closed.

    Hey Jason - thanks for sharing this. Sometimes these display issues can come up due to certain elements the webpage uses, or how they are coded. Would you mind opening a Care ticket for this so we can take a deeper look? It sounds like it has been a persistent issue since they began using Co-browse? If details can be provided on how our team can access these webpages (via public URL, test user details if sign in is required, etc), this would help speed up the investigation for us. We're happy to take a look!



    ------------------------------
    Chad Hansen
    Product Manager
    Genesys - Employees
    ------------------------------



Related Content