When an agent clicks to start a cobrowse in an active chat, a blank window is shown with “Starting cobrowse…”
It will never move past this screen. Agents affected are unable to use the cobrowse feature at all.
Chrome has added the feature “Third-party storage partitioning” - this aims to prevent passing of data from an iframe out to another site. Currently we and other applications use mechanism this to pass data between our iframe in dynamics (the agent widget) and the pop-out window for co-browse.
Because that data is blocked by this feature, the agent cobrowse window does not have the information to join the vistor and will not load.
Going to chrome://flags you can find “Third-party storage partitioning”. Most users will have this on “default” - and Chrome is currently A/B testing it, so for some users it will be enabled, and for others disabled if set in this “default” state.
Until Live Assist implements a different mechanism to pass data from the iframe out to the cobrowse window the workaround is to got to chrome://flags and manually set “Third-party storage partitioning” to “Disabled”
This flag will, at some point, be removed, as Chrome has stated they intend to roll out this behavior as standard as soon as it is stable.
Note: In the future, this will likely affect Voice and Video too, as they have stated they intend to also block Broadcast events.