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Joining Cobrowse Sessions

You can join a cobrowse session when you are on the phone with a customer and the customer starts an cobrowse session from a web page within the company's domain. You can also join a cobrowse session during a chat or conference.

To join a cobrowse session with a customer on the phone:

  1. Confirm that the customer has started a cobrowse session. If not, ask the customer (on the phone) to begin the cobrowse session by clicking the appropriate button.

When Cobrowse starts, the customer should see the Cobrowse toolbar at the top of the web page.

  1. Get the cobrowse session ID from the customer on the phone. It is displayed in the Cobrowse toolbar.

  2. Access the Cobrowse cobrowse pane pane in the .

  3. Depending on how your administrator has set up cobrowse options, you may be able to see all the active cobrowse sessions and select the correct one accordingly, or you may have to simply type the session ID in the filter.

    join cobrowse session

  4. In the list of sessions, locate the session ID provided by the customer. Click the session ID to join the cobrowse session.

  5. A new window opens with the web page being accessed by the customer. You can now begin cobrowsing web pages with the customer.

To join a cobrowse session with a customer during chat, video chat, or conference:

  1. If the system can identify the customer's session ID and tie it to the chat that is currently in progress, it will display a message asking you if you wish to join the cobrowse session.

  2. If it is unable to make the connection, ask the customer (through the chat) to send you a message with the cobrowse session ID. The session ID is displayed in the Cobrowse toolbar.

  3. Access the Cobrowse cobrowse pane pane.

  4. Depending on how your administrator has set up cobrowse options, you may be able to see all the active cobrowse sessions and select the correct one accordingly, or you may have to simply type the session ID in the filter.

  5. In the list of sessions, locate the session ID provided by the customer. Click the session ID to join the cobrowse session.

  6. A new window opens with the web page being accessed by the customer. You can now begin cobrowsing web pages with the customer.

    If OneTag has been configured for cobrowse sessions, the session is automatically assigned to available chat agents and the following steps will not be necessary.

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