Set up co-browse for web messaging

  • Genesys Cloud CX 2 or Genesys Cloud CX 3 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.

For any sensitive customer data on your website, Genesys recommends that you mask these elements 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.