Find out how to ensure Cobrowse will work correctly when you upgrade your website as well as when Glance updates Cobrowse.
Upgrading Your Website
Whenever you make changes to your website, a best practice is to verify that Cobrowse will still run correctly on the modified portions of your website.
- Verify the following, whenever you upgrade your website:
- New pages have been tagged with the Cobrowse script tag.
- New iframes have been tagged with the Cobrowse script tag. (This is a common source of issues.)
- New sensitive information or form fields are masked.
- If there are hover states in the new website areas, contact Glance Support to ensure that hover states will be reflected on the agent side during Cobrowse sessions.
- If there are new custom fonts or icons that are not accessible from your website via a cross-origin request, contact Glance Support and Glance can host them on their CDN for access by Cobrowse agents.
Upgrading Glance Cobrowse
Glance Cobrowse Upgrade Process
A Glance Cobrowse upgrade is a single setting change in the Glance database that determines what version/release of Glance Cobrowse the customer is running. The upgrade process is completed within a few seconds. Following the upgrade, it may take up to an hour for web caching to take place depending on when the visitor connects to the customer’s website.
Note: Web caching does not involve nor is it controlled by Glance.
For example, visitors who connect to the customer’s website for the first time experience the upgrade immediately because they do not have anything cached on their browser. However, if a visitor is on the customer’s website minutes before the upgrade, the upgrade may take longer to propagate because the visitor has more recent cached data in their web browser. Additionally, this type of visitor is not impacted by the longer upgrade time because they will simply use the previously “working” version of Cobrowse while the upgrade is processing.
Glance CDN – Standard Implementation
You will be notified via email at least one week prior to the staging site upgrade. During this time, you may coordinate with Glance Support to set up user acceptance testing from your side and any included efforts from Glance as your MSA outlines. You will be given at least two weeks to validate the release before the upgrade is pushed to your production environment.
Upgrading the Self-Hosted Cobrowse Script
Customers who host their own scripts will download the new scripts from the Glance CDN as described in Self-Hosted Script, followed by updating the staging or production sites to reference the new scripts.
Release notes are published for every new release, detailing the new features and bug fixes. You can use the release notes to guide your testing and to take advantage of new features available in the product.
Glance supports the current release and one previous version. A best practice is to adopt new releases once they become generally available.
Releases have been through internal Q & A, as well as beta testing with select customers prior to being released for general availability. Each customer website is different and there is always the possibility of an incompatibility. If you upgrade Cobrowse and experience a problem that did not occur with the previous release, you may revert back to the previous version while the issue is being resolved.
Upgrading Q & A
Do I have to accept the Glance Cobrowse upgrade on Glance’s schedule?
Glance supports both the latest version and the version prior. Your site must be upgraded to release “n” before release “n+1” becomes available. Glance can accommodate individual customer’s test schedules.
How can I test the new Glance Cobrowse version before I upgrade to it?
Glance configures the new Glance Cobrowse version in a staging environment for testing. Within two weeks the release is pushed to customer production sites.
How do I know what is in the new Glance Cobrowse version?
Glance publishes release notes to keep you informed about the latest Glance Cobrowse version. Please email Glance Support to request release note notifications.
How often do Glance Cobrowse version updates occur?
Glance Cobrowse version updates occur every two to three months.
How do I know when a Glance Cobrowse upgrade becomes available?
You can sign up to receive notifications of the latest Glance Cobrowse release upgrades.
Please email Glance Support to request new release notifications.