Outbound CoBrowsing

what is outbound cobrowsing outbound cobrowsing allows agents to proactively initiate a co browsing session with customers by sending them a secure link or searching and connecting through pre captured lead details unlike inbound cobrowsing (where the customer requests support), here the agent initiates the session how it works the agent generates a drop link or searches for the customer lead the customer receives a secure link via sms/email (in case of drop link) or a cobrowsing request via the search approach the customer allows access by verifying through the pop up or requesting approval once accepted, the agent can click ‘connect’ and start the cobrowsing session pre requisites the client’s website must have js (javascript) integrated the agent should be logged in and marked as available in the console customer details (name, mobile, email) must be correctly captured for initiating the session sms and email gateway configurations must be enabled if drop links are to be triggered automatically how to set up generate drop link approach the agent clicks on the “generate drop link” button fills in the following details website url must have cjs integrated customer name name of the customer customer email (optional if sms only, mandatory if email link required) email id of the customer to trigger a drop link for cobrowsing customer mobile mobile no of the customer to trigger a drop link for cobrowsing customer opens the link → lead appears on the agent dashboard modified drop link flow if the client has enabled the “show verification code popup” toggle customer sees an allow/decline pop up when opening the link if allow → agent’s request button changes to connect if decline → button remains at request for cobrowsing search lead approach used when leads are already captured (e g customer provided details earlier, like phone number in this case) the agent clicks on “search lead” and enters the search parameter (e g , customer mobile number in the below case) lead appears in the agent dashboard agent clicks on request for cobrowsing → customer receives approval request once the customer allows, the agent sees the connect button and can initiate a session after connecting, the further flows remain the same as inbound cobrowsing session