Co-browser sessions enable you to browse through your company's website with a customer. Co-browser sessions are available for voice and chat interactions only.
To start a co-browser session:
Invite the customer to click the co-browser session link on your company's website.
On the voice or chat interaction form, click the
button. The Co-Browser
tab appears:
In the Customer Session ID box, enter the session ID, and then click Connect. The co-browse table appears. The co-browse table displays the history of the co-browse session.
Note: If you are speaking with the customer over the phone before starting a co-browse session, the customer must provide you with the session ID. If you are using a chat session, the session ID is automatically provided. Refer to the Multimedia documentation for more details about co-browser sessions.
The co-browse co-navigation window appears. You can now browse through your company's website, and everything that you access will be displayed on both your monitor and the contact's.
To end the co-browser session, click Close Session.
During the co-browser session, an active history of you navigation is recorded on the Co Browser tab.
After the session is closed, the history is saved and stored in the Contact History.