Your Website Upgrades
Whenever you make changes to your website, a best practice is to verify that Cobrowse functions correctly on the modified portions of your website. To ensure that cobrowse functions correctly, please verify the following:
- 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 (firstname.lastname@example.org) 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.
Glance Cobrowse upgrades
Using the 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 Self-Hosted Cobrowse Script
Customers who host their own scripts will download the new scripts from the Glance CDN as described in the Self-Hosted Script section of this document, followed by updating the staging or production sites to reference the new scripts.
What is in a Release
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. Best practice is to adopt new releases once they become generally available.
If Something Goes Wrong
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, however, 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 resolved.