Initiating Co-browsing

Prerequisites

• The agent and customer are in a session.
• The OU that the agent can access has available co-browsing URLs.
• The Co-Browse plugin must be installed for the Chrome browser used by the customer. The agent obtains the plugin package from AICC Developer Forum and sends it to the customer. The agent instructs the customer to install the Co-Browse plugin by referring to the following steps, or the agent can refer to the usage guide attachment in the plugin package for more details.
  1. Decompress cobrowse-plugin.rar.
  2. Change the value of aiccDomain in the content_script.js file to the domain name or IP address and port number of AICC.

       let aiccDomain = 'https://aiccclond.com';

  3. Open the Chrome browser, click in the upper right corner, and choose Extensions > Manage Extensions.
  4. Select Developer mode, click Load unpacked, and choose the decompressed plugin file cobrowse-plugin whose configuration has been modified.
  5. If the following information is displayed, the plugin is installed successfully:

     

Context

Only the web channel supports this function.

Procedure

1. Click on the right and select an OU that you can access.
2. Click More and choose Co-browsing.
   Figure 1 Choose Co-browsing
   

3. Select a co-browsing URL and click to send a co-browsing request.
   Figure 2 Sending a co-browsing URL
   

4. After the co-browsing request is successfully sent, wait for the customer to accept the request.
   A blank Co-browsing tab page and a browser trust request are displayed on the agent side. You need to access and trust a website in the browser as prompted. If no content is displayed on the Co-browsing tab page after the website is trusted, initiate co-browsing again.

   Figure 3 Waiting page
   
   Figure 4 Browser trust request
   

   The preceding figures are only examples.

5. After the customer accepts the request, co-browse the page with the customer.

   A new page is displayed on the customer side. The page content of the co-browsing URL is displayed on both the new page on the customer side and the Co-browsing tab page on the agent side.

   Note: When the customer page is displayed on the Co-browsing tab page on the agent side, some sensitive information on the customer page is shielded based on the co-browsing rules configured by a tenant administrator.

   Table 1 GUI elements on the Co-browsing page (agent side)

   Element/Component	Type	Description
   	Button	The agent requests or stops the customer page control permission. After the agent initiates a request, the following options are displayed on the customer side: : Accept the request. : Reject the request. NOTE: Accepting the request will share your page, which may contain your personal data. Exercise caution when performing this operation.
   	Button	The agent exits the co-browsing room.
   	Button	Eraser.
   	Button	Highlighter.
   	Button	Brush.
   	Button	Hide the toolbar.

   Figure 5 Co-browsing page (customer side)
   

   Table 2 GUI elements on the Co-browsing page (customer side)

   Element/Component	Type	Description	Value Range	Triggering Event	Remarks
   	Button	Draw.	-	Click	-
   	Button	The customer revokes or grants the page control permission to the agent.	-	Click	-
   	Button	Highlight key areas.	-	Click	-
   	Button	Erase a drawn mark.	-	Click	-
   	Button	The customer exits the co-browsing room.	-	Click	-
   	Button	Hide the toolbar.	-	Click	-

   

   The agent is advised to view the customer's presentation in the normal browser window instead of the zoomed-out browser window.

Follow-up Procedure

After the co-browsing ends, the agent can choose Contact History > Co-browsing to view the co-browsing session record, including Room Number, Agent Number, Caller, Starting Time, and End Time.