Co-browsing in Iframes

Genesys Co-browse supports co-browsing in iframes. Behavior depends on whether the iframe is from the same domain or a different domain.

Iframes from the Same Domain

By default, agents can co-browse within iframes from the same domain or sub-domain as long as the session meets these requirements:

• The web page in the iframe contains your website instrumentation.
• The setDocumentDomain option is set to true in your website's instrumentation.

If the web page in the iframe is in your domain but not instrumented for Co-browse, the iframe does not load and the agent sees a blank page in the iframe.

Iframes from a Different Domain

By default, an iframe pointing to a webpage from a different domain loads on the customer side but not on the agent side. These iframes can not be co-browsed due to browser cross-domain security restrictions and current Co-browse architecture.

You can enable iframes from specific domains using the allowedThirdPartyDomains option. Once you add a third-party domain to this option, iframes pointing to that domain load for agents and they can see its content.

The iframe will be rendered for agent with the same @src as for the end user, but it will NOT be co-browseable, regardless of whether it was instrumented or not.

So, in this case the option allowedThirdPartyDomains is in fact only to enable agents view the content of non-secure or public pages, e.g. Google Maps. However, obviously, if the content is secure or private, the agent won’t be able to view it and most likely will see a log in page instead.

◘ Elaborate more on the iframes pointing to that domain load for agents and they can see its content part. For example, please state that the Agent Workspace will just request the URL as-defined in the src attribute in the iframe. With this in mind, agent will only be able to view the content if the content is public, not private. e.g. a Google Map iframe.