Use co-browse with an interaction


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Co-browse allows users of this functionality to control applications or to navigate to other webpages on other people’s computers. Agents can use co-browse with customers to provide better assistance. Co-browse is available for call and chat interactions.

Note to PureCloud for Salesforce users: If the Interaction window is embedded in Salesforce, the full screen functionality does not work.

Call interactions

  1. In the script window, click Start Screen ShareStart screen share with call interactions
  2. Tell the customer the security key that appears in your script window.
  3. The customer enters the security key on your company website.

    The co-browse session then starts. A screen share icon appears on the interaction in the client, indicating that the session is active.

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    Icon indicating that screen share is active

  4. You can request control or request navigation.
    • Request control allows you to control the webpage in the customer’s browser.

      When you click Request control, the customer receives a request to allow you to control the webpage. To end control of the webpage, click Release control

    • Request navigation allows you to enter a new website address in the customer’s browser.

      When you click Request navigation, enter a new webpage address. The customer then receives a request to allow you to navigate to a new webpage. The customer can accept or decline. 

    Controls in co-browse call

  5. To end a co-browse session, click End Screen Share.

    The customer can also end a co-browse session.

Chat interactions

  1. In the chat window, click Start Screen ShareStart co-browse with chat interactions
  2. The customer receives a screen share request.

    The customer can accept or decline. 

    Note: If the customer does not accept or decline before the time-out period elapses, then the request disappears. Your administrator sets the time-out period.

    The co-browse session then starts. You can see the customer’s screen. A screen share icon appears on the interaction in the client, indicating that the session is active.

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    Icon indicating that co-browse is active

  3. You can request control or request navigation.
    • Request control allows you to control the webpage in the customer’s browser.

      When you click Request control, the customer receives a request to allow you to control the webpage. To end control of the webpage, click Release control

    • Request navigation allows you to enter a new website address in the customer’s browser.

      When you click Request navigation, enter a new webpage address. The customer then receives a request to allow you to navigate to a new webpage. The customer can accept or decline.

    Controls in co-browse chat

  4. To end a co-browse session, click End Screen Share.

    The customer can also end a co-browse session.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.