In this release, we have enhanced Co-browsing by allowing you to initiate it via chat. Agents and customers can request and/or allow co-browsing sessions via chat. For information on how to enable Co-browsing, refer to the main help on Co-browsing.
Step 1: Enable Co-Browsing in 8x8 Configuration Manager
To enable co-browsing for a chat session, administrator must enable this feature in 8x8 Configuration Manager.
To enable co-browsing during a chat:
Log in to 8x8 Configuration Manager.
Navigate to Chat Design.
Open Window tab.
Open an existing Chat window.
Select Offer the co-browsing request into the Chat window.
Notice that the Start co-browsing session
appears in the Chat window.Click Save.
When this feature is enabled, both customers and agents can invite the other party to co-browsing during a chat session.
Step 2: Start/stop co-browsing in (Undefined variable: 8x8VariablesSet.AgtConsole)
Once the administrator enables co-browsing for chat, agents can invite customers for co-browsing during a chat session in (Undefined variable: 8x8VariablesSet.AgtConsole).
Log in to (Undefined variable: 8x8VariablesSet.AgtConsole).
Accept the incoming chat interaction.
Open the chat interaction menu and select Invite for co-browsing.
The customer is prompted to accept the invitation for co-browsing and clicks Yes, Start Sharing.
The agent is notified when the customer accepts the invite.
Click Join to continue.
Click Stop co-browsing when the session ends.
The customer can start or stop a co-browsing session by clicking in the Chat window.
