FAQs: Co-browse

With Co-browse enabled in the Messenger Configuration, administrators can choose to pause the session automatically, when customers navigate to a page where co-browse must not share. For example, you can choose to pause the sessions automatically on pages that contain large amounts of customer information that agents must not view. Configuring pages to pause is an easy way to protect sensitive information without needing to mask every field on the page manually.

In the Messenger Configuration, administrators can define strings where pausing can automatically occur when found in webpage URLs. You need not apply wildcard characters in the values you enter. For instance, to configure pausing for all pages in the myaccount section of your website, add the string myaccount. This triggers automatic pausing on pages that contain the string myaccount in any portion of the URL.

Administrators must configure strings using webpage names and page structures. Ensure not to include portions like https:// and www in the required strings.

The session persistence method set on your Messenger Configuration determines the behavior that occurs when your customer navigates across subdomains of your website and the same Messenger deployment is present.

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If you are using a Content Security Policy on your website, you must whitelist URLs used by any Genesys Cloud capabilities running on your website. These URLs are often specific to each region supported by Genesys Cloud, so be sure to use the set of URLs matching your organization’s region. For more information, see Content Security Policy.

To migrate from co-browse for web chat to co-browse for web messaging, ensure that:

• Configure Messenger with co-browse for web messaging is enabled
• Your agents have the permission Conversation > Cobrowse > Add

When your customers use Messenger to initiate web messaging interactions, agents can propose a co-browse session directly within the conversation.

To migrate from the legacy co-browse for voice to the new co-browse for voice via Messenger, you must consider the timing of when to make the switch as the two versions of co-browse are not cross-compatible. As soon as your agents are assigned Conversation > CobrowseVoice > Add, the generated co-browse Meeting IDs will only work for the Messenger-based version. At the time you wish to switch from legacy to new co-browse, ensure that:

• Your agents have the new permission Conversation > CobrowseVoice > Add.
• Your website provides a way for customers to enter Meeting IDs for the Messenger-based co-browse, not the legacy co-browse deployment. Meeting IDs generated while using Conversation > CobrowseVoice > Add will not be recognized by the legacy co-browse deployment.

Cross sub-domain browsing can be achieved via your session persistence method, assuming both pages contain your Messenger Deployment. Cross domain scenarios are not included and are currently unsupported by Messenger.

Yes, co-browse relies on the Messenger snippet to continue the session when you navigate across pages.