Configuring Pega Co-Browse
If you have a license to use Pega Co-Browse from Pega Customer Service, configure the co-browsing feature settings and add the required code to your webpages.
- Log in to the Pega Co-Browse dashboard.
- Connect Pega Customer Service to the Pega Co-Browse server.
- Enable your web pages for co-browsing.
- Configure how your customers start co-browsing.
- Test your Pega Co-Browse configuration.
Logging in to the Pega Co-Browse dashboard
Many of the Pega Co-Browse configuration procedures require that you log in to the Pega Co-Browse dashboard as a Pega Co-Browse administrator. The dashboard is an application that runs on the Pega Co-Browse server, and only operators who are identified as Pega Co-Browse administrators can access the dashboard.
- Open a browser window, and enter the URL of the Pega Co-Browse dashboard.
The URL varies based on the assigned cloud server for your organization:
- For the US server, log in at https://us.cobrowse.pega.com/sessions/new
- For the European Union server, log in at https://eu.cobrowse.pega.com/sessions/new
- For the Canadian server, log in at https://ca.cobrowse.pega.com/sessions/new
- Log in to the dashboard as a Pega Co-Browse
administrator.
Connecting Pega Customer Service to the Pega Co-Browse server
To enable the use of Pega Co-Browse from Pega Customer Service, you must connect Pega Customer Service to the Pega Co-Browse server, and configure the API token and API key associated with your Pega Co-Browse account.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click .
- Copy the API key, Co-Browse token, and Server URL.
- Log in to App Studio.
- In the navigation pane of App Studio, click .
- From the list of general settings, click Co-Browse.
- To allow a CSR and customer to simultaneously view the same webpage during a chat or phone interaction, select the Enable Co-Browse check box.
- To connect to the Pega Co-Browse server, enter the Co-Browser server URL.
- Enter the Pega Co-Browse token in the Co-Browse API token field.
- Enter the Pega Co-Browse API key in the Co-Browse API Key field
- Click Save.
Enabling your web pages for co-browsing
You can enable one or more webpages of your website to support co-browsing.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click the Install tab, and then copy the JavaScript
snippet displayed on that tab, including the
<script>
tags.The following example shows a snippet for US-based clients:
<script type="text/javascript"> (function() { window.fireflyAPI = {}; fireflyAPI.token = your_API_token ; fireflyAPI.serverHostUrl = "https://us.cobrowse.pega.com"; var script = document.createElement("script"); script.type = "text/javascript"; script.src = "https://us.cobrowse.pega.com/cobrowse/loadScripts"; scrypt.async = true; document.head.appendChild(script); })(); </script>
- Insert the copied JavaScript snippet into the
<HEAD>
tag of your webpage, and then refresh the webpage.
Configuring how your customers start co-browsing
Configure how your customers start a co-browsing session from your website: by clicking a support button, using a keyboard shortcut, or using a custom method.
- Log in to the Pega Co-Browse dashboard as described earlier..
- Click the Customize tab.
- In the Display options section, select one of the
following activation modes to determine how customers request co-browsing from a
webpage:
Button – The customer requests co-browsing by clicking a Support button on the left side of the webpage. This is the default mode.
Stealth – The customer requests co-browsing by pressing Ctrl+Enter.
API - The customer requests co-browsing by using a custom method that you configure by using JavaScript and the Pega Co-Browse API. For example, the customer starts a session from a custom button.
For information about the API, see the Pega Co-Browse documentation on the Pega Co-Browse product page.
Testing your Pega Co-Browse configuration
To verify that you have successfully configured Pega Customer Service and your website to support co-browsing, test the configuration.
- Log in to the Interaction Portal.
- Click .
- Click Add Task.
- Under General, select .
- In a second browser session, open a webpage that is tagged with the Pega Co-Browse snippet.
- Click the Support button to start the co-browsing session. (If your webpage is configured to use a different method to start the session, complete that action instead.)
- Copy the session code that appears.
- In the Interaction Portal, open the Pega Co-Browse session service request, and paste the session code in the Session Code field, and then click Launch.
Enabling drawing tools for co-browsing
To allow a CSR can mark up a webpage during a co-browsing session, enable the Scribble feature. When this feature is enabled, the CSR sees a Scribble menu on the co-browsing window.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click the Customize tab.
- In the Scribble section, select Yes.
- Click Save.
Enabling remote control for co-browsing
To allow a CSR to request control of a webpage during co-browsing, enable the remote control feature. When a CSR has control of a webpage, they can move the cursor, click links, fill out forms, and mark up the webpage.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click the Customize tab.
- In the Remote Control section, select Yes.
- Click Save.
Enabling the recording of co-browsing sessions
To record all co-browsing sessions, enable Pega Co-Browse recording. You can view recordings from the Pega Co-Browse dashboard. Optionally, you can allow operators to view recordings from the Interaction Portal.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click the Customize tab.
- In the Co-Browse recording section, select Yes.
- Click Save.
- Log in to App Studio.
- In the navigation pane of App Studio, click .
- From the list of general settings, click Co-Browse.
- To allow managers and CSRs to view recorded co-browsing sessions from the
Recent Interactions section of the Interaction Portal, select the
Enable Co-Browse recording playback check box.
When this feature is enabled, a Play recording icon appears next to the interaction.
- Click Save.
Configuring disclaimer text
You can optionally display a disclaimer statement to customers before starting each co-browsing session, for example, to inform customers that sessions are recorded.
- Log in to the Pega Co-Browse dashboard as described earlier.
- Click the Customize tab.
- Expand Advanced settings.
- Set the Do you want to add disclaimer text? field to Yes.
- In the Disclaimer text field, enter the text for the terms and conditions of use, if applicable.
- In the Please provide the disclaimer text to be shown before the Co-Browse starts field, enter the disclaimer statement that appears above the terms and conditions of use statement.
- Click Save.
Masking or hiding sensitive customer information
To prevent a CSR from seeing sensitive customer information during co-browsing, configure your website so that fields that contain sensitive data are masked or hidden during co-browsing. For example, you can mask the fields that contain Social Security numbers and account numbers. When a field is masked, the CSR sees only a portion of the value during co-browsing. When a field is hidden, the CSR does not see any portion of the data during co-browsing.
- Log in to the Pega Co-Browse dashboard as described earlier..
- In a separate tab, open your website, click in the page, and press
Ctrl+Alt+Enter.The Co-Browse login dialog box opens.
- Enter your email address and password, and then click Login.
- Select the element on the webpage that you want to mask or hide.
- Click the Settings tab and complete the following steps
to configure the selected elements:
- In the What would you like to name this? field, enter a name, for example, Header Masking.
- In the Privacy options group, select Mask to partially hide the field or select Hide to completely hide the field.
- In the Privacy criteria group, select This element if you have selected only a single field. Otherwise, select All similar elements.
- In the Privacy settings applies on group, select This page to apply data masking only on this page. Otherwise, select All pages.
- Click Add.
- Click Preview to see how a CSR will view the masked or hidden fields.
- On the Summary tab, click Save & exit.
Troubleshooting Pega Co-Browse issues
If co-browsing is not working correctly from Pega Customer Service, verify the configuration.
- Verify that the server URL, API token, and API key values are set correctly, as described in "Connect Pega Customer Service to the Pega Co-Browse server," earlier in this topic.
- To verify that the correct API key and API token values appear on the Declare_CAApplicationSettings data page, refresh the data page in Dev Studio by clicking Clear data page on the Load Management tab of the data page rule.
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