Available for: Enterprise plan
Set up by: Your implementation engineer
Here's how you can enable your customers to generate an inbound cobrowse request directly from your web app, offering them an exceptional customer experience.
How it works from your customer's perspective:
When your customers request a cobrowsing session, they are immediately added to a queue that is kept in sync for all your agents. The customer is also notified about the position they have in the queue, as exemplified below (light theme available too).
How it works from your team's perspective:
Now from the agent's perspective, when there’s any customer in the queue, an Inbound Requests item will be displayed topmost in the navigation bar with a badge displaying how many customers are currently waiting. When clicking on that, all the customers in the queue will be displayed in a modal (see below), with the option to take the next-in-line customer into a cobrowse session. Pressing Take next, will send a cobrowse request to that customer who'll have to accept for the cobrowsing to start.
How to trigger the inbound cobrowsing request widget:
There are 2 methods exposed under the Fullview namespace, for this feature to be used, each of them:
Option 1: Fullview.requestSupport()
This method should be attached to an element inside your app (usually a button)
When triggered, it will immediately place your customer in the queue and show them which place they are in the line
The request will be displayed in Fullview, under the Inbound Requests nav item
Option 2: Fullview.displayRequestSupportWidget()
This method should be attached to an element inside your app (usually a button)
When triggered, it will first display a Fullview widget inside your UI, where your customer can confirm their identity (see image below) before actually being added to the queue
Pressing Request help will:
generate an inbound cobrowse request for your team, which will be displayed in Fullview, under the Inbound Requests nav item
display your customer their position in the queue