• 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
  • Conversation Cobrowse Add permission

    You can enable co-browse for web messaging when you configure Messenger. See Configure Messenger for more details. After you enable co-browse, you can also determine whether agents can request control of the sharer’s screen.

    Genesys recommends that you mask sensitive customer data during a co-browse session. To mask sensitive data, add specific CSS class names to your Messenger configuration, or use the “.cobrowse-masked” class name, 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.