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Enable Co-Browsing via Chat

8x8 Co-browsing allows customer support agents to assist customers remotely via a shared browser. With Co-browsing, you can empower a website or any browser-based application, and offer live, hands-on assistance to customers. A customer in need of assistance must initiate the remote session, generate a unique session code, communicate it to an agent via phone or chat. The agent then uses the code to establish a remote session. Co-browsing session co-exists with a call or a chat for communicating the session code. Agents and customers can request and or allow co-browsing sessions via chat.

To enable co-browsing for a chat session, administrator must enable this feature in Configuration Manager. To enable the co-browsing feature, go to Chat Design > Window and then select Offer the Co-browsing request into the Chat window. Notice that Start Co-browsing session appears in the Chat window. See How to design a chat window.

Enable Co-Browsing in Configuration Manager

To enable Co-browsing for a chat session, administrator must enable this feature in Configuration Manager.

To enable Co-browsing during a chat:

  1. Log in to Configuration Manager.
  2. Navigate to Chat Design.
  3. Open Window tab.
  4. Open an existing Chat window.
  5. Select Offer the Co-browsing request into the Chat window.
    Notice that the Start Co-browsing session icon appears in the chat window.
  6. Click Save.
    When this feature is enabled, both customers and agents can invite the other party to Co-browsing during a chat session. Once the administrator enables Co-browsing for chat, agents can invite customers for Co-browsing during a chat session in Agent Console. For details, see our content on Co-browsing in Agent guide.

 


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