Ignorar Navegação
Expandir
Collapse
Envie um Service Request
Contact Information for Technical Support
Minhas Notificações de Serviço
Integrated Cobrowse on Browser UI and Chat Inlays
Identificação da resposta 12225   |   Revisado 12/05/2022

How can I use Browser UI and Chat Inlays with Cobrowse?

Environment:

Integrated Cobrowse

Resolution:

Although Integrated Cobrowse has been provisioned and enabled for your site, there are certain steps which are required for a new implementation. Until these steps are completed, Integrated Cobrowse will not function correctly. For this type of implementation, agents need to use Browser UI and customers need to launch chats through Chat Inlays. See Answer ID 9634: Integrated Cobrowse configuration guide for steps to setup Cobrowse using .NET Console and Customer Portal pages.

1. Cobrowse access must be checked in the Profile permissions for the agents who will be using Cobrowse. 

  1. Navigate to Staff Management > Profiles
  2. Open up the profile you wish to edit
  3. Click Permissions on the ribbon
  4. Click on the Service tab
  5. Check Cobrowse under More Options*
  6. Save & Close the profile

2. The Cobrowse control must be added to the appropriate Interaction workspace

  1. In the workspace, add a tab.
  2. Name the tab accordingly, for example: "Cobrowse".
  3. From the Insert Control tab, click and drag the "Cobrowse" control into this new tab.
  4. Save & Close to save your changes
3. The attribute cobrowse-enabled="true" needs to be added to the Chat Embedded Inlay code on all pages you wish to cobrowse with. See OIT Inlay Registry for additional details on Chat Inlays
 
Example of code for Embedded Chat Inlay with Cobrowse:

<inlay-oracle-chat-embedded 
id="chatInlay" 
class="inlay"
site-url="yoursite.widget.custhelp.com"
cobrowse-enabled="true">
</inlay-oracle-chat-embedded>
 
4. The Cobrowse script needs to be added on all pages where the Inlay code resides and that you wish to cobrowse with:
  • If the Inlay is used on the Customer Portal pages, this widget should be added: <rn:widget path="utils/CobrowsePremium" />
  • If the Inlay is used on an external site, the Cobrowse Launcher script should be added

Esta resposta foi útil?

Ainda tem dúvidas?

Notificar-me
Esqueceu o seu nome de usuário ou senha?
A página será atualizada no envio. Todas as entrada pendentes serão perdidas.