Configure Co-browse on a Chat Workspace

Co-browse configuration for B2C Chat consists of creating a custom chat sessions workspace with a tab where agents can co-browse with customers.

Before you start

You must add the ChatCobrowsePremium widget to the customer portal before agents can co-browse with customers. See Add the ChatCobrowsePremium Widget. In addition, a Co-browse control must be added to the workspace ribbon so staff members can invite customers to co-browse when they are chatting with them.

Note: Before you can configure Co-browse, it must be enabled. To enable Co-browse, contact your Oracle account manager.

Here's what to do

1. Click Configuration on the navigation pane.
2. Expand Application Appearance, and then double-click Workspaces.
3. Expand the Standard folder, right-click the chat sessions workspace, and select Copy.
   The Copy Chat Sessions As window opens.
4. Enter a name for the copied workspace in the Name field and click OK.
5. Open the copy of the chat sessions workspace.
6. Right-click next to the Incidents tab and select Add Tab.
7. Click the Design tab.
8. In the Label section of the ribbon, click the Text drop-down list and rename the tab Co-browse.
9. Click the Insert Control tab.
10. In the Relationship Items section of the ribbon, drag the Co-browse control onto the Co-browse tab on the workspace.
11. Click the Home tab on the ribbon and click Ribbon.
    The ribbon designer opens.
12. Click a button in the Session group to activate the buttons.
13. Click Add Buttons on the ribbon designer toolbar.
14. Select Screen Sharing and click OK.
15. Click OK.
16. Click Save.

What to do next

Now you need to assign this custom chat sessions workspace to profiles. See Profiles. For information about using Co-browse on chat workspaces, see Co-browse with a Customer.