Co-Browsing via Chat

In this release, wehave 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.

 

To enable co-browsing for a chat session, administrator must enable this feature in 8x8 Configuration Manager .

To enable co-browsing during a chat:

  1. Log in to 8x8 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 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 8x8 Agent Console.

  1. Log in to 8x8 Agent Console.
  2. Accept the incoming chat interaction.

  3. 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.

  4. 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.