To enable this feature and steps to implement it, see: Shortcode Co-browse.
When the website visitor clicks on your button or link, they are displayed the shortcode to read out to the Agent:
The Agent, enabled with Live Assist for Dynamics 365, engages with the visitor in a co-browse session from within their Live Assist for Dynamics 365 agent console. The Live Assist for Dynamics 365 widget contains a Co-browse Launch button that displays a text box to enter in the shortcode. The Agent enters the shortcode, and clicks on Start to commence the co-browse:
Example Phone Call
See the following example phone call for how an agent can use this feature to assist visitors:
| Visitor | Agent |
|---|---|
| "I'm having trouble on the billing page." | |
| "OK, can I share your screen? Click on Co-browse and read the short code to me." | |
|
"The code is '143694'." |
|
|
(Enters shortcode that visitor reads out.) "I've found you. I can now see your screen." |
|
| "That's great. So how do I add a new credit card?" | |
| "You can click here (agent shows the visitor where to click, using the co-browse), and do this..." |