General Options

agent settings navigation bar admin can configure the navigation bar and floating button position positions available left, right, top, bottom for the right navbar , the chat bubble/window opens on the left edge mobile limitations chat bubble not available; only the navbar is shown path settings → options → general → agent settings → navigation bar → floating button & navbar position when the navbar & chat bubble is set to right limitations the floating button position dropdown (in inbound settings) is removed the top/bottom navbar has no minimized state if floating button is off but the icon is on → setting shows only the navbar position document co view toggle to enable/disable pdf sharing & co viewing agents can only share pre approved documents (if enabled) attachment sharing option available via chat path admin console → settings → options → general → agent settings → document co view if the "enable doc co viewing" toggle is enabled, the pdfs can be shared over cobrowse live chat and co viewed clicking on " preview " will allow co viewing of the pdf document please note that when the toggle is disabled, the preview button is not displayed with the card auto offline agents auto marks agents offline after inactivity if the toggle is enabled, the agent will be marked offline after some time of inactivity by default, this toggle will be enabled note if the first option is turned on, the attachment icon will only be visible on the customer's end path settings → options → general → agent settings → auto offline agent enable chat bubble allows agents/customers to minimize chat in a bubble supports custom icons ( png/ svg <30kb) shows a greeting bubble when new messages arrive path settings → options → general → agent settings → navigation bar → enable chat bubble the user can upload their own icon in png or svg format to do so, users can click on the "change icon" button only files with png and svg extensions are allowed once the chat bubble is enabled, the chat option wouldn't be visible inside the navbar when the agent and customer connect in a session it would now be visible as a chat bubble users can click on the bubble to open the chat window and minimize the window to the bubble again new messages from the customer/agent would be displayed as a greeting bubble on the chat bubble if the chat window is already in a minimized state as shown in the image below users can click on the associated cross icon to close the bubble clicking on the greeting bubble will open the chat window this is applicable to inbound, outbound, and reverse cobrowsing (all types of cobrowsing) limitations mobile support chat bubble is not available on mobile devices on mobile → chat is always accessed via navbar fallback when disabled if toggle is off → chat is accessible from navbar only in this case, users can only close the chat window, not minimize it icon restrictions maximum file size for uploaded icons = 30 kb only png and svg files are accepted all other formats are unselectable message display in greeting bubble in case of multiple unread messages , only the latest message is displayed earlier messages remain unread but are not shown in the bubble preview search lead sessions since customer names are not always captured during search lead sessions instead of the customer’s firstname, the usertype label (e g , "customer") will be displayed when showing new message notifications visual adjustments the chat bubble inherits the console’s theme color for borders/text when customized by the admin agent profile picture allows agents to upload and display profile pictures toggle for enabling agent profile picture upload ( png, jpeg, jpg formats) admin controls are enabled from the console once the toggle is enabled from the admin side, the agent will be able to upload a profile picture from cobrowse (agent) > settings > profile section greeting bubble can be enabled for "request for support" buttons, customizable popup time, and text (up to 100 characters) limitations greeting bubble settings apply only to inbound support and contact scenarios bubble text and color are restricted by console theme choices admin settings general greeting bubble can be enabled for "request for support" buttons, customizable popup time, and text (up to 100 characters) you can configure greeting bubble text & auto popup timer limitations greeting bubble settings apply only to inbound support and contact scenarios bubble text and color are restricted by console theme choices inbound enable inbound co browsing toggle provided to enable inbound co browsing this is not enabled by defalut ask support code to initiate a session provided a toggle in the frontend for modified inbound approach in admin settings by default, this will be disabled if this toggle is enabled all customers would need a unique support code from agents to connect on inbound support requests a dynamic support code would be displayed on the agent "active customers" dashboard, which shall automatically change after the end of every inbound session agents can share support code with the customers and customers must enter it along with their details inside the request for support modal to initiate a support request which will be directly assigned to the agent whose support code has been entered by the customer keep support code mandatory enabling this will make the support code mandatory for customers to initiate an inbound support request requests in queue path settings → options → general → admin settings → inbound → requests in queue what it does enables a queue of unassigned inbound session requests for viewing and manual assignment by agents/admins how to use toggle on agents can select "assign to me" on open leads effect switches from auto assignment to manual assignment limitations only one logic (manual vs auto) can be enabled at once; disables auto assignment features enable maximum leads that can be assigned to an agent path settings → options → general → admin settings → inbound → enable maximum leads that can be assigned to an agent what it does enforces a cap on open leads per agent how to use toggle on, then fill in the numeric field for "maximum leads " effect if an agent reaches this limit, further leads are assigned to others or kept queued limitations lead cap applies organization wide; max value configurable by admin maximum leads path settings → options → general → admin settings → inbound → maximum leads what it does numeric field to set the maximum simultaneous leads for agents how to use enter number (e g , 3) effect enforced together with the above toggle limitations applies only when previous toggle is on display floating button to "connect with an agent" path settings → options → general → admin settings → inbound → display floating button to "connect with an agent" what it does shows a floating button on the website to initiate chat/cobrowse sessions how to use toggle on to display button for support requests effect button appears where configured in theme limitations placement depends on admin configuration; mobile behavior differs display icon to "connect with an agent" path settings → options → general → admin settings → inbound → display icon to "connect with an agent" what it does shows an icon (instead of button) to initiate support how to use toggle on effect icon appears in chosen location if both button and icon options are enabled, their placement may differ limitations if only icon is enabled, floating button based settings do not apply change icon position path settings → options → general → admin settings → inbound → change icon position what it does sets the screen location for the "connect with an agent" icon (e g , left, right, coordinates) how to use enter numeric value or select desired location effect icon/button moves to specified position limitations not all combinations supported; interaction with navbar/floating settings display "connect with an agent" button only if agents are available path settings → options → general → admin settings → inbound → display "connect with an agent" button only if agents are available what it does hides the request button/icon if no agents are online how to use toggle on effect only shows support to customers when agents can respond limitations if all agents are busy, button/icon is hidden instead of disabled disable "connect with an agent" button if agents are unavailable path settings → options → general → admin settings → inbound → disable "connect with an agent" button if agents are unavailable what it does disables (greys out) the request button/icon if agents are unavailable how to use toggle on effect customers see a disabled button rather than hiding it limitations choose between this and the previous toggle; both cannot be enabled enable non working hours popup path settings → options → general → admin settings → inbound → enable non working hours pop up what it does opens a modal to collect user info during non working hours, sending leads directly to the follow up queue how to use toggle on effect leads generated outside business hours are marked for follow up limitations only one non working hours logic applies; customizable working hours and days in related settings enable follow up leads path settings → options → general → admin settings → inbound → enable follow up leads what it does activates the "follow up" leads tab for better lead lifecycle management how to use toggle on effect leads requiring follow up are tracked in a dedicated section limitations applies to leads generated out of hours, failed assignments, etc enable tag based assignment for inbound path settings → options → general → admin settings → inbound → enable tag based assignment for inbound what it does assigns inbound leads based on product categories/tags how to use toggle on and add/manage categories effect leads are routed by product category limitations categories must be managed separately; impacts analytics visibility enable language support path settings → options → general → admin settings → inbound → enable language support what it does supports grouping and auto assignment by supported languages how to use toggle on and configure language list effect customers select language; leads go to matching agents limitations must be maintained actively; unlisted languages not routed message to be shown on "connect with our experts" modal path settings → options → general → admin settings → inbound → message to be shown on "connect with our experts" modal what it does sets the message shown to customers on the support modal how to use enter desired message text effect this appears when customers access support limitations limited by character count/file 1] toasts and timers no agent connects session toast path settings → options → general → admin settings → inbound → no agent connects session toast what it does shows a toast message if an agent does not connect within the expected time how to use toggle on set timer and message below effect customer receives configured notification limitations toast message editable only in this setting no agent connects session toast time (in mins) path settings → options → general → admin settings → inbound → no agent connects session toast time (in mins) what it does timer for how long to wait before showing the session toast how to use enter delay (e g , "1" for 1 minute) effect toast shows after this time if no agent connects limitations no effect when prior toggle is off toast text to be shown path settings → options → general → admin settings → inbound → toast text to be shown what it does customizable toast message for session connection delays how to use enter notification text effect shown to customers as toast limitations length and formatting limits no of times "no agent connect timer" resets path settings → options → general → admin settings → inbound → number of times "no agent connect timer" resets what it does controls how many times the connection timer resets at the customer end if not attended by an agent how to use enter the count effect timer will reset as many times as set limitations once resets are exhausted, session is archived or different message is shown timer reset toast path settings → options → general → admin settings → inbound → timer reset toast what it does message displayed after the timer has reset for the specified number of times how to use enter text effect customer sees this after last reset limitations applies only after all timer resets are consumed auto archive lead if agents are offline (in mins) path settings → options → general → admin settings → inbound → auto archive lead if agents are offline (in mins) what it does automatically archives leads if no agents are available after the set timer how to use enter duration in minutes (range 1–120) effect leads are auto archived into follow up limitations strict timer, must be at least 1 minute auto archive popup path settings → options → general → admin settings → inbound → auto archive pop up what it does customizes message for leads that have been auto archived how to use enter message (max 160 characters) effect popup appears to customer indicating status limitations length limit 160 characters, including spaces and special signs outbound enable outbound co browsing path settings → options → general → admin settings → outbound → enable outbound co browsing what it does allows agents to initiate co browsing sessions with customers by generating and sharing a special session link, even for external pages that do not have cobrowsing js embedded how to use toggle this option on agents access a “start a session” button on their dashboard agent generates a co browsing session link, enters the webpage, customer name, and contact info, and then shares the link with the customer the customer can join the session by clicking the shared link limitations outbound (proxy) sessions may have a slight action lag due to server sync cookies will not persist in proxy sessions chrome extension cannot be used for proxy outbound co browsing does not carry across new browser tabs or domains (no cross domain) some secure/payment gateway sites may block co browsing due to ssl or clickjacking constraints session links expire after a configurable duration (default 60 minutes) enable tag based assignment for outbound path settings → options → general → admin settings → outbound → enable tag based assignment for outbound what it does allows outbound leads to be distributed to agents based on assigned product categories or tags how to use toggle this setting on add/manage category tags for agents in the system limitations categories/tags must be actively managed, system will only route by the configured tags show floating button even after the lead is generated path settings → options → general → admin settings → outbound → show floating button even after the lead is generated what it does keeps the floating "connect" button visible to customers even after an outbound lead has already been generated how to use toggle on to keep the support engagement button present on the user interface after lead submission limitations persistent presence of floating ui elements may affect site layout or user experience, especially on mobile views reverse enable reverse co browsing path settings → options → general → admin settings → reverse → enable reverse co browsing what it does allows agents to share their own browser view with the customer, enabling agents to demonstrate or walk through complex workflows/file 1] how to use toggle on to activate in the system agents initiate screen sharing directly from their browser to the customer during a session limitations privacy/screen security should be evaluated; not all environments or browsers support all screen sharing features only enabled if organization requires interactive agent to customer view customer side settings font settings path settings → options → general → customer side settings → font settings what it does allows admins to configure the font used in client facing modals, toasts, tooltips, and other ui on the customer’s website how to use select or upload a desired font within the font settings effect all visible elements seen by end customers reflect the chosen font style, enhancing brand consistency limitations only applies to customer side views, does not impact agent/admin console, may be limited to supported font file types or families console settings change console color path settings → options → general → console settings → change console color what it does lets the admin set or update the color theme of the internal cobrowsing console, affecting the background and major ui highlights for all users how to use input a hex color code or use the color picker limitations affects only the admin/agent interface, not the customer ui change logo path settings → options → general → console settings → change logo what it does enables uploading a custom company logo for the cobrowsing platform console how to use click “upload logo”, select an image file, and confirm effect logo displays on the console for all organization users limitations accepted image formats (e g , png, jpeg) and size restrictions apply go live date path settings → options → general → console settings → go live date what it does records and displays the go live date for the service/project inside the console for project management and audit purposes how to use enter or select a date as needed limitations informational; does not affect functionality whitelisted domains path settings → options → general → console settings → whitelisted domains what it does restricts cobrowsing support features (e g support request widgets) to only listed domains how to use add fully qualified domains to the list (e g , www example com) effect only users on these approved domains can launch cobrowsing sessions limitations essential for security; support features will not render on non listed domains password prefix path settings → options → general → console settings → password prefix what it does adds a prefix to auto generated agent passwords to simplify onboarding and reduce login issues how to use enter the preferred text prefix, which is prepended to all new agent passwords when generated effect reduces confusion and errors with new user logins, improves password management consistency limitations only applies to passwords generated after setting the prefix; prefix cannot be modified for existing accounts deploy chatbot path settings → options → general → console settings → deploy chatbot what it does integrates a customer support chatbot within the cobrowsing console using an externally provided script (cjs script) how to use toggle on and paste the chatbot script into the provided field; save to activate effect chatbot becomes available within the console, supporting agents and users with scripted responses and automation limitations script compatibility and configuration depend on the chatbot solution; may require technical support for setup