Establish an 8x8 Co-browsing session

Customers in need of assistance can receive real-time, remote assistance through an 8x8 Co-browsing session. The session can be initiated via a button or an embedded chat window on a website.

On a website, Co-browsing is initiated by customers seeking assistance. In this process, agents play a secondary role in establishing a remote session from 8x8 Agent Workspace. Let's walk through this process on a travel website from the customer's perspective.

To start a session from a web page:

  1. The customer contacts a support agent by starting a call or chat while browsing the website.

  2. The customer clicks the Co-browsing button (often labeled Help) on the website.

  3. A pop-up window appears, prompting the customer to begin screen sharing with the agent.

  4. In the pop-up, the customer clicks Start sharing to generate a unique session ID.
  5. The customer shares the session ID with the agent via chat or phone call.

  1. During the call or chat with the customer, go to Show menu > Co-browsing.
  2. When prompted, enter the session ID provided by the customer.
  3. Once connected, the session becomes active. You'll see the customer’s shared page, and your mouse will be visible to guide them through the site.
  4. As an agent you can:
    • Click Auto fill from the top of the Co-browsing window to automatically scale the page to fit the customer's browser view settings.
    • Use the Edit Icon in the header bar to highlight content on the page.

Note: If content masking has been enabled in Co-browsing by the administrator, you can co-fill any required form on the website while keeping sensitive information secure.

An active Co-browsing session can be ended by either party.

To end a co-browsing session:

  • As an agent: Click the Close Session button in the top-right corner of the header bar.
  • As a customer: Click the minimized Co-browsing window at the bottom of the page, then:

    • Click Stop sharingto pause screen sharing without ending the session.
    • Click End session to disconnect from the Co-browsing session with the agent. 

    • if enabled, an agent can initiate a Co-browsing session via chat with a customer whenever necessary.

    Note: The administrator must enable Co-browsing via chat to be able to invite customers for Co-browsing from a chat session in 8x8 Agent Workspace.

    To start a session from chat as an agent: 

    1. While logged in to 8x8 Agent Workspace, accept the incoming chat interaction from a customer.
    2. From the bottom of the chat panel, click the Co-browsing icon.

    3. When prompted, click Start to confirm your invite for co-browsing.
    4. The customer sees a prompt to accept the invitation, and selects Share my browser window.
    5. Once the customer accepts, you are notified in the chat window that the session has started. Click Join to connect to the session.
    6. The Co-browsing session displays in a new window until it either party ends the session.
    7. To end the Co-browsing session with the customer, click Close Session from the header of the Co-browsing window.