Different Use Cases
Co-browsing and desktop sharing are not one and the same. In fact, co-browse differs even from application sharing (i.e. yielding full browser control). Co-browsing allows the customer and agent to jointly view and manipulate a "page" of application content. In the case of a web application, this equates to a particular page within the app; in the case of a mobile application, this would be a particular application screen. Customer and agent can navigate among different application pages, provided that each page has the Live Assist tag embedded.
There is a very good reason for this. Remote desktop sharing, as a means of support, is intended for an agent who would have physical access to the customer's machine, if that machine were present. A typical use case for this would be an IT staff member assisting a line-of-business employee within the same organization. The machine is an asset of the organization; therefore, the IT department has full access to its contents.
The same relationship does not apply in a typical B2C support scenario. It is imperative for the agent to build and maintain the customer's trust, and it would be a serious violation of that trust if the agent - either intentionally or accidentally - were to manipulate content on the customer's desktop, or in another browser tab.
With these concerns in mind, here are a few nuances to consider when working with the co-browse feature.
Pop-out Engagements Not Supported
In the Engagement Studio, you can configure the engagement window to remain embedded in the source page, or to "pop out" in a separate window. Pop-out engagements do not support the co-browse feature, because they take place in a new page where the Live Assist tag is not embedded. Only use a pop-out engagement if you are sure the escalation to co-browse feature is not part of the workflow you're building.
File Upload Input
Web pages may contain the ability for the visitor to upload files; for instance, to attach articles to a knowledge base, or images to a photo sharing site. The following is an example of a file upload input element:
<input type="file" name="img">
This will appear on the web page as:
When an element like this appears on a page during co-browse, it will not be visible to the agent. It will appear as blank space, and the agent will not be able to interact with it.
Right Click & Keyboard Shortcuts
The agent does not have control of the customer's browser, so certain events, like right-mouse-button clicks and keyboard shortcuts, cannot be triggered by the agent. If the agent wishes to trigger such an event, she will have to implore the customer to do so on her behalf.
Agent Console Refresh
If the agent refreshes her CRM Console (Web or Unified Service Desk) while a co-browse is active, the co-browse session will end. However, there is no state preserved in a co-browse session, so the agent can simply send another invitation to resume co-browsing without any data loss.
When a visitor is using Apple’s Safari browser, certain icon fonts may not be replicated to the agent. In fact, they may not appear at all on the agent side, or they may appear as empty boxes. This issue only affects visitors using Safari, but agents should be made aware of this, so they know what to expect.
Supported File Types for Document Sharing
The following file types are supported for Document Sharing:
The file selector will gray out files with unsupported formats, but the agent can still select them, which will result in an error.
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