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    Michelle Brusyo
    Co-browse Session TransfersAnswered
    Topic posted November 30, 2016 by Michelle BrusyoApprentice 
    120 Views, 2 Comments
    Title:
    Co-browse Session Transfers
    Content:

    Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right?

    Answer: Co-browse does not have any built-in routing capabilities, no. But more than one agent can join a single session, so as usual we depend on the communication channel (or extensions of the communication channel) to handle transferring/conferencing/etc. as Co-browse interactions must always be happening concurrently with a phone or chat interaction.

    For example:

    1. A customer and agent are chatting and co-browsing when the agent needs to transfer this interaction to another agent. The agent uses Chat transfer function to transfer the interaction to another agent, and that agent can begin a new co-browsing session
       
    2. A customer and agent are talking on the phone and co-browsing when the agent needs to transfer this interaction to another agent. The agent puts the customer on hold and warm-transfers the call to another agent, relaying the 6-digit session ID number before completing the transfer so that the new agent can join the existing Co-browse session at the same time as he takes the call
       
    3. A customer and agent are talking on the phone and co-browsing and the agent requires help from a subject matter expert. The agent conferences in the SME and reads him the 6-digit session ID number. The SME, agent and customer all continue co-browsing together.

    Best Answer

    Mohana Gopal

    Thanks Michelle for your valuable information.

    Answer

     

    • Mohana Gopal

      Thanks Michelle for your valuable information.

    • Daniel  Zini

      Hello Michelle,

      I'm having a issue here when tried to transfer the chat to other agent. When I do the transfer the other agent are not able to open the cobrowse, it's possible to ask the sharescreen, the client accept but the screen share do not show up.

      Do you have any idea what is happening?

      Thank you very much.

      Daniel Zini