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Co-browse Session Transfers

edited Nov 30, 2016 3:35PM in Communication Channels 2 comments

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
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