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.

  1. Activate a chat.
  2. Click the Co-browse icon.

    Result: The customer is prompted to allow co-browse.

  3. 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

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.

  1. 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.

  2. 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.

  3. 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.

  1. Activate a chat.
  2. Click the Co-browse icon.

    Result: The customer is prompted to allow co-browse.

  3. 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

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.

  1. 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.

  2. 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.

  3. 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.
  1. In the Web Admin Center, go to Customers > PIN Invitation.

    Result: The PIN Invitation page is displayed.

  2. Select Enable PIN invitation.
  3. 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
  4. Copy the generated HTML and send it to your web developer for implementation on your site.
  5. 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

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).