Co-browsing in Live Chat allows agents to securely view the customer’s screen and assist them in real time. This feature enhances customer support by enabling faster issue resolution and providing more personalized guidance. This article walks you through the end-to-end process of configuring co-browsing in Sprinklr Live Chat.

Enable Co-browse Feature

To enable co-browsing, raise a support ticket by emailing tickets@sprinklr.com with the following details:

• Partner Name

• Partner ID

• Concurrent co-browsing sessions expected

• Number of agents who will be using co-browsing

• Co-browse availability (Web only or Web and Mobile Apps)

Create a Co-browsing Invite Asset

Once co-browsing is enabled in your environment, the next step is to create a co-browsing invite asset. This asset will be sent by agents to customers to request their permission to initiate a co-browsing session.

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To create a co-browsing invite asset, follow these steps in Sprinklr:

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1. Click the New Page (+) icon to open the Launchpad.

2. In the Sprinklr Social tab, under Engage > Digital Asset Management, and click Assets.

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3. In the top-right corner of the Asset Management window, click Create Asset. 

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4. From the dropdown menu, select Templates > Omni Chat Templates.

This opens the Create New Asset window.

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5. In the Basic Details section, enter a Name and optional Description for your asset.

6. In the Asset Specific section, select the following:

• Channel: Select Sprinklr Live Chat

• Template Type: Select Co-browse Invite

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7. In the Co-browse Invite section, create the co-browse invite by filling in the following details:

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8. Add translations for the asset, if needed. For steps, see Adding Translations.

9. In the Asset Details section, configure the following fields according to your requirements:

Campaigns, Sub Campaigns, Status, Available from, Visible from, Expires on, Tags, Restricted, Brands, Persona, Customer Journey Stage, Automated Tags, and Information.

10. In the Properties section, configure any additional properties as per your requirements.

11. In the Asset Sharing section, select Workspace(s) and Users/Users Group(s) you want to share this asset with.

You can also select Visible in all workspaces to share the asset with all workspaces.

12. Once all details are complete, click Save in the bottom-right corner to create the co-browsing asset.

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Adding Translations

You can add translations to the co-browsing invite to ensure that customers receive it in their preferred language. This allows agents to use a single, unified invite across different regions while delivering localized experiences that enhance customer satisfaction and engagement.

To add translations, follow these steps:

1. In the Create New Asset window, navigate to the Translation tab.

The English version of the invite appears on the left.

2. Click Add Language and select one or more languages from the dropdown.

A separate tab is created for each selected language.

3. For each language tab, enter the translated content for the following fields:

• Title

• Description

• Accept Invite Label

• Deny Invite Label

• Terms and Conditions

4. Once you've added all translations, click Go Back to Editor or switch to the Editor tab, then click Save.

The co-browse invite is now created, along with its translated versions.

Create Live Chat for Co-browse

After creating the asset, Enable Co-browsing in the Live Chat application builder and add the corresponding co-browsing asset. You can also add Website URLs on which co-browse will be redacted for the agents to not see it and add Website URLs for cross domain co-browsing for customers to persist the session.