Enabling Co-browse Sessions
A Genesys Co-browse session lets an agent and a customer navigate the same web page at the same time. Unlike conventional screen sharing applications where one party sees an image of the other party's browser, in a Genesys Co-browse session the agent and the customer share the same instance of the web page. Upon joining a co-browse session, the agent will be in Pointer Mode and the agent can use their cursor to guide the customer through a webpage. An agent may also send a request to the customer to enable Write Mode. In Write Mode, the agent may help the customer enter information and navigate their browser.
Workspace supports the following functionality for Co-browse sessions:
- Join a co-browse session
- End a co-browse session
- Send the customer a request to enable Write Mode in the co-browse session
You can use the following options in the cobrowse section to configure Co-browse sessions:
- interaction-workspace\cobrowse.url: URL of the Co-browse cluster, for example, http://[host]:[port]/cobrowse. Typically, this will be the load balancer's URL.
- interaction-workspace\cobrowse.use-slave-logging: Enables browser logging in the iframe containing the Co-browse slave application.
- interaction-workspace\privilege.cobrowse.can-use: If set to true, the agent is permitted to use Co-browse.