GS Co-Browse Articles

How to start a co-browse session in the Agent Workspace

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing. BoldChat users refer to co-browse as ActiveAssist.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

Operator:
- Windows ? Chrome, Firefox, Microsoft Edge
- Mac ? Safari
Customer:
- Windows ? Chrome, Firefox, Microsoft Edge
- Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
- Mac ? Safari (Operator unable to use back/forward buttons)
- iOS ? Safari
- Android ? Chrome

Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

Activate a chat.
Click the Co-browse icon.

Result: The customer is prompted to allow co-browse.
The customer must click Yes.
Result: The co-browsing session begins.

Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.

Restriction:

Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.

Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.

While co-browsing, you have the following options:

Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
Reload ? Refreshes the current page being shown
URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
Stop ? Ends the current co-browse session, but chat remains active

For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to start a PIN-based co-browse session in the Agent Workspace

Start a co-browse session with a customer using a PIN code. BoldChat users refer to co-browse as ActiveAssist.

Important:

PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

Operator:
- Windows ? Chrome, Firefox, Microsoft Edge
- Mac ? Safari
Customer:
- Windows ? Chrome, Firefox, Microsoft Edge
- Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
- Mac ? Safari (Operator unable to use back/forward buttons)
- iOS ? Safari
- Android ? Chrome

On the left side of the Bold360 workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN.
Result: A PIN is generated and displayed on your screen.
Guide your customer through these steps:
1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
2. Ask them to enter the PIN that you see on the screen.
Result: The customer is prompted to allow co-browse.
The customer must click Yes.
Result: The co-browsing session begins.

Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.

Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.

While co-browsing, you have the following options:

Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
Reload ? Refreshes the current page being shown
URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your Bold360 bookmark library
Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
Stop ? Ends the current co-browse session, but chat remains active

For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to start a co-browse session

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

Agent:
- Windows ? Chrome, Firefox, Microsoft Edge
- Mac ? Safari
Customer:
- Windows ? Chrome, Firefox, Microsoft Edge
- Windows ? Internet Explorer 9, 10, 11 (agent unable to click links for customer)
- Mac ? Safari (agent unable to use back/forward buttons)
- iOS ? Safari
- Android ? Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

Activate a chat.
Click the Co-browse icon.

Result: The customer is prompted to allow co-browse.
The customer must click Yes.
Result: The co-browsing session begins.

Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
Restriction:
- Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
- Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.

While co-browsing, you have the following options:

Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
Reload ? Refreshes the current page being shown
URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
Stop ? Ends the current co-browse session, but chat remains active

For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to start a PIN-based co-browse session

Start a co-browse session with a customer using a PIN code.

Important:

PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
The customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

Agent:
- Windows: Chrome, Firefox, Microsoft Edge
- Mac: Safari
Customer:
- Windows: Chrome, Firefox, Microsoft Edge
- Windows: Internet Explorer 9, 10, 11 (agent unable to click links for customer)
- Mac: Safari (agent unable to use back/forward buttons)
- iOS: Safari
- Android: Chrome

On the left side of the Agent Workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN.
Result: A PIN is generated and displayed on your screen.
Guide your customer through these steps:
1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
2. Ask them to enter the PIN that you see on the screen.
Result: The customer is prompted to allow co-browse.
The customer must click Yes.
Result: The co-browsing session begins.

Tip: If the customer's page does not load in the Agent Workspace, ask them to refresh their browser page.

Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.

While co-browsing, you have the following options:

Back arrow: Takes the customer's browser to the previously visited URL (like a standard browser Back button)
Forward arrow: Takes the customer's browser to the next URL in the history of the visited URL
Reload: Refreshes the current page being shown
URL and Bookmarks: Enter a URL that opens in the customer's browser or select a predefined URL from your Digital DX bookmark library
Highlighter: Point out elements on the page, such as fields to fill, selections to make, or header text to read
Stop: Ends the current co-browse session, but chat remains active

For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

Set up your PIN entry page for remote control or co-browse

You can customize the Bold360 PIN invitation experience to match your company's branding and standards. An integrated PIN entry form behaves identical to pin.bold360.com, meaning your customers use it to contact an agent and enter the PIN that launches a remote access session.

Important: An agent can create a PIN based session even when they have reached their chat limits or have set their status to unavailable. PIN sessions go directly to remote control once the customer has granted permission and downloaded the applet.

Note: PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.

In the Web Admin Center, go to Customers > PIN Invitation.
Result: The PIN Invitation page is displayed.
Select Enable PIN invitation.

The following options allow you to customize your implementation of this feature.

Option	Description
Website	Associate the PIN invitation with a website.
Chat Window	Select the Chat Window you want customers to see upon connection.
Timeout	Set the length of validity for the PIN code. Figure 1. PIN timeout, as seen by agent

Copy the generated HTML and send it to your web developer for implementation on your site.
Save your changes.

Setting up your website for co-browse sessions

With co-browse, agents can view the exact web page a customer is seeing and provide assistance by highlighting items or filling out forms on a customer's behalf.

Once a customer has engaged in a live communication, agents with proper permission can initiate an co-browse session. The customer is prompted to grant permission to the agent. Once permission is granted, the co-browsing session begins.

Important: PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.

Requirements and permissions: Your website pages must use Customer Monitoring HTML.; Co-browse can be used on both secure and non-secure pages with customers using a recent version of any modern browser (for example, Chrome, Firefox, IE11+, and other leading browsers).; Agents must be in a permission group that is allowed to use co-browse.
View-only co-browse sessions: You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent agents from acting on behalf of the customer during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="viewonly" to any of the mentioned HTML elements.; Example: <input type="text" cobrowse="viewonly" name="creditCardAccountNumber" value=""/>; This way, agents can see what customers are doing but cannot interact with view-only user interface elements. Agents can still highlight a these interface elements to draw customers' attention.
Privacy ? Masking sensitive fields: Mask fields to prevent agents from seeing sensitive info during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="false" to any text field that you want to prevent agents from seeing.; Example: <input type="text" cobrowse="false" name="creditCardAccountName" value=""/>
Privacy ? Masking sensitive sections: Mask HTML elements to prevent agents from seeing sensitive information during a co-browse session. To do this, go to your site's HTML code and add the property ignore="true" to any element you want to prevent agents from seeing.; Example: <div ignore="true">Security Access Key: A7fDFUJkjleoiuxcv7df==</div>
Tip: If the page layout depends on an element you want to mask, first encase the sensitive element inside another element that will not impact the page layout if ignored.
Mobile: When a customer is using a mobile device, the agent can view the page with the same dimensions as the customer.
How co-browse works ? A brief technical description: Bold360 actively monitors the content of the visited page and sends changes to the agent. Bold360 only looks at page content as an HTML document. The document and display size tracking generally gives the agent a very similar rendering of the page as what the customer sees. The actual view of the page can vary between mobile/desktop devices and based on display/font/size settings in the browser and the dimension/resolution of the screen. All page functionality will be present for the agent and the customer, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the agent might be positioned off the screen for the customer.
Security: The customer's page contents and actions are sent to the servers exclusively over SSL (even if the page is not secure.)

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.