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Configuring Pega Co-Browse

Updated on May 10, 2021

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.

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  1. Log in to the Pega Co-Browse dashboard.
  2. Connect Pega Customer Service to the Pega Co-Browse server.
  3. Enable your web pages for co-browsing.
  4. Configure how your customers start co-browsing.
  5. Test your Pega Co-Browse configuration.
What to do next:

Configure these additional Pega Co-Browse features if required for your business.

  • Drawing tools
  • Remote control
  • Recording
  • Disclaimer text
  • Masking and hiding of sensitive information

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.

Before you begin:

Ensure that you have your Pega Co-Browse login credentials.

If you have a Pega Co-Browse license, a designated administrator at your company receives an email that contains the URL and login credentials to access the Pega Co-Browse dashboard for your account.

Note:

If you lose your login credentials, enter the URL for your location (see list below), and then click the Trouble logging in link. Enter your email address in the User name field, and then click Send Email. You will receive an email with information about how to reset your password.

If the designated administrator has changed, contact the Pega account executive to request login credentials.

  1. 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
  2. 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.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. Click My AccountAPI.
  3. Copy the API key, Co-Browse token, and Server URL.
  4. Log in to App Studio.
  5. In the navigation pane of App Studio, click SettingsGeneral.
  6. From the list of general settings, click Co-Browse.
  7. 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.
  8. To connect to the Pega Co-Browse server, enter the Co-Browser server URL.
  9. Enter the Pega Co-Browse token in the Co-Browse API token field.
  10. Enter the Pega Co-Browse API key in the Co-Browse API Key field
  11. Click Save.

Enabling your web pages for co-browsing

You can enable one or more webpages of your website to support co-browsing.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. 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>
  3. 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.

  1. Log in to the Pega Co-Browse dashboard as described earlier..
  2. Click the Customize tab.
  3. 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.

Before you begin:
  • Ensure that you have installed the sample data. For information, see the installation guide for your Pega Customer Service application, on the product page on Pega Community.
  • Ensure that you have completed the following configuration steps:
    • Connect Pega Customer Service to the Pega Co-Browser server
    • Enable your web pages for co-browsing
    • Confgure how your customers start co-browsing
  1. Log in to the Interaction Portal.
  2. Click NewPhone call.
  3. Click Add Task.
  4. Under General, select Co-Browsing SessionAdd Task.
  5. In a second browser session, open a webpage that is tagged with the Pega Co-Browse snippet.
  6. 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.)
  7. Copy the session code that appears.
  8. 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.
Result: The test is successful if you can see the webpage in a separate tab or window from the Interaction Portal.

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.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. Click the Customize tab.
  3. In the Scribble section, select Yes.
  4. 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.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. Click the Customize tab.
  3. In the Remote Control section, select Yes.
  4. 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.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. Click the Customize tab.
  3. In the Co-Browse recording section, select Yes.
  4. Click Save.
  5. Log in to App Studio.
  6. In the navigation pane of App Studio, click SettingsGeneral.
  7. From the list of general settings, click Co-Browse.
  8. 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.

    Note: This feature is supported only if you have enabled the recording of all co-browsing sessions by configuring the required setting in the Pega Co-Browse dashboard.
  9. 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.

  1. Log in to the Pega Co-Browse dashboard as described earlier.
  2. Click the Customize tab.
  3. Expand Advanced settings.
  4. Set the Do you want to add disclaimer text? field to Yes.
  5. In the Disclaimer text field, enter the text for the terms and conditions of use, if applicable.
  6. 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.
  7. 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.

Before you begin: Enable your webpages for co-browsing as described earlier.
  1. Log in to the Pega Co-Browse dashboard as described earlier..
  2. In a separate tab, open your website, click in the page, and press Ctrl+Alt+Enter.
    The Co-Browse login dialog box opens.
  3. Enter your email address and password, and then click Login.
  4. Select the element on the webpage that you want to mask or hide.
    Note: If you have a dynamic url, or if you want to mask a particular element across your entire domain, select All Pages from the Privacy settings applies list, later in this procedure.
  5. Click the Settings tab and complete the following steps to configure the selected elements:
    1. In the What would you like to name this? field, enter a name, for example, Header Masking.
    2. In the Privacy options group, select Mask to partially hide the field or select Hide to completely hide the field.
    3. In the Privacy criteria group, select This element if you have selected only a single field. Otherwise, select All similar elements.
    4. In the Privacy settings applies on group, select This page to apply data masking only on this page. Otherwise, select All pages.
    5. Click Add.
    6. Click Preview to see how a CSR will view the masked or hidden fields.
    7. 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.

  1. 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.
  2. 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.

Tags

Pega Customer Service 8.6

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