Prerequisites
  • Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license
  • For Co-browse for Web Messaging: Conversation Cobrowse Add permission
  • For Co-browse for Voice: Conversation > CobrowseVoice > Add permission
 

You can enable co-browse for Messenger when you configure Messenger. For more information, see Configure Messenger. After you enable co-browse, select the channels to enable, and select whether agents can request control over the sharer’s screen.

Genesys recommends that you mask sensitive customer data during a co-browse session. To mask sensitive data, add specific CSS selectors to your Messenger configuration, or use the “.cobrowse-masked” selector, included by default. You can also designate certain fields as read-only when agents have control of the customer’s screen. This restriction prevents any field value modifications or, for instance, clicking a Submit button.