Use screen share with an interaction


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

Screen share allows users of this functionality to see applications on other people’s computers. Agents can use screen share with customers to provide better assistance. Screen share 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

Note: Screen share is only available on call interactions that use scripts.
  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, and selects the screen or application to share.

    The screen share 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. To end a screen share session, click Leave session.

    The customer can also end a screen share session.

Chat interactions

  1. In the chat window, click Start Screen ShareStart screen share 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.

  3. The customer selects the screen or application to share.

    The screen share 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. To end a screen share session, click End Screen Share.

    The customer can also end a screen share 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.