Set up co-browse for web chat

On January 27, 2025, Genesys will no longer support the legacy co-browse for chat and voice functions in Genesys Cloud. Genesys encourages its customers to migrate to the new co-browse for Messenger, which supports web messaging and voice. For more information, see Deprecation: Legacy co-browse and screen share.
Prerequisites

For chat:

  • Cobrowse > Session > View permission 
  • Cobrowse > Chat > Escalate permission

For voice (legacy):

  • Cobrowse > Session > View permission
  • Cobrowse > Voice > Escalate permission

Co-browse for web chat sends a copy of the sharer’s current page on your website to Genesys Cloud. Co-browse needs two pieces to work:

  • A deployment key, which the co-browse JavaScript API uses to identify your website to Genesys Cloud. Configure the deployment key in Genesys Cloud.
  • The Co-browse JavaScript API, which you add to your website’s source code. The co-browse API enables Genesys Cloud users to view shared pages from your site. It uses your deployment key to identify itself to Genesys Cloud. Use the JavaScript API to configure co-browse options, which include the following:
    • Which private data your site masks or hides during co-browse sessions. Co-browse does not send any masked data to Genesys Cloud, and agents cannot see the contents of any masked sections.
    • Whether viewers can request control of the shared page.
    • Whether co-browse hides cursors.
    • The preferred locale for co-browse sessions.
    • The logging level.

Follow the procedure given in Add a co-browse for web chat deployment.