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Co-browse Configuration and Setup Overview

  1. Check the Co-browse requirements.

  2. Sign up for Genesys Engage 3 and arrange for billing.

  3. Set up the Genesys Cloud for PureConnect integration. See the Genesys Cloud for PureConnect Administrator's Guide in the PureConnect Resource Center.

    Note: Setting up the Genesys Cloud for PureConnect integration automatically creates a Gensys Cloud organization that is paired with your CIC user information.

  4. In Genesys Cloud Administration, assign the Engage User role to selected agents. Assign the Engage Supervisor role to one or more selected supervisors.

    Note: For more information, see the Genesys Cloud Resource Center articles: Products, roles and permissions list, About People and Permissions, and Edit a user's profile.

  5. In Interaction Administrator, assign the Customize Client Security right to selected CIC agents.

    Requirement: In order to display the Co-Browse view in Interaction Connect, agents need the Customize Client Security right.

  6. Enable the co-browse feature on your company website.

    This step includes creating a deployment key and adding a reference to the Gensys Cloud Co-browse JavaScript API to your webpage source. For examples of ways to mask sensitive data during a co-browse session, see also Mask data in co-browse.