- 1 Glance Browser Extensions
- 2 Customizing Glance Join Pages
- 3 Using the Page Customization Editor
- 4 Brand Your Glance Pages Options
- 5 Visitor and View Sessions
Glance Browser Extensions
Browser extensions are useful when Glance is invoked from web applications like Salesforce. Glance’s browser extensions exist only to allow web pages to communicate with Glance software and avoid confusing prompts for protocol handlers. These extensions are secure—they can only be used with Glance software, and they do not track any kind of browser activity.
Customizing Glance Join Pages
When your customers or session guests use Glance for desktop viewing or sharing, they will go to a Join Page to connect them to a session. Out of the box these Join Pages will be styled to Glance’s branding. As an admin in your group, you have the option to customize the Join Pages to match your company’s branding.
When are Join Pages used?
- Customers or Guests joining Desktop Show sessions hosted by one of your Glance users.
- Customers joining Desktop View sessions hosted by one of your Glance users.
- Customers initiating Desktop Show sessions for one of your Glance users to join.
In the first two use cases, the Join Page asks for information from a Session Guest like a Session Key or a name, phone or email address, if required. After that, the Join Page will either connect the guest as a viewer or deliver the Glance client to show their screen.
In the third use case, the Join Page simply delivers the Glance client to your customer and starts a session to show their screen to an authenticated user in your Group.
For each use case, these pages have been designed to make the connection process as simple and as quick as possible.
Using the Page Customization Editor
The Page Customization editor can only be accessed by administrators in a Glance Group.
To find the branding editor:
- Log in at www.glance.net/login
- From My Account, click the Settings tab.
- Under Branding, click on Manage your page customization settings.
4. On the left hand side of the page, edit the customization options. The right hand side of the page will give you a preview of how parts of the page will look according to the customization options applied.
Brand Your Glance Pages Options
The following describes all the available options to brand your Glance pages:
- Logo image URL: Enter your Logo image file URL. We support SVGs and PNGs, with or without transparency.
- Font family: If you are using a standard web font, specify it here. If you are using a custom font, enter the URL to retrieve it (see below), and specify the font family from your source file. By default, the pages use Roboto. Note: Custom fonts are not applied to buttons.
- Font Source URL: Enter a URL for a font file on your CDN or elsewhere to pull in. Glance supports TTF/OTF and WOFF. We recommend using TTF.
- Text color: Change the color of all body text.
- Header text color: Change the color of the header at the top, showing your logo and context for where in the connection process your customer is (preview shows Join Session).
- Header background color: Change the color of the header at the top.
- Button text color: Change the color of the text in the sample button.
- Button background color: Change the color of the sample button.
- Link color: Change the color of linked text.
- Preface: Enter text to display at the top of your Join page before a guest joins, such as a legal disclaimer or a slogan.
- Session End Landing Page: Enter a URL for where a guest can be redirected after you end a Show session. If left blank, guests will go to a Glance promotional page.
- On session join, ask guests for: Choose which information is collected from guests when they join the session. Note: These settings only apply if you have disabled ‘Data Capture for Name, Phone, Email’ on Group Settings. To change this setting, go to the Settings tab. You can also toggle the setting by Role.
Visitor and View Sessions
There are two options to view your customer’s desktop on a service call:
- An agent can host a Glance Screen Share session to view a visitor’s screen.
- A visitor can host a session from the visitor start page for the agent to join.
Choose a method that best meets the needs of your organization as detailed below.
When Should We Use Visitor Sessions?
- Your agents need the ability to view more than one person’s screen, or multiple desktops of the same person simultaneously. The visitor session includes the session key in the browser tab so that if you are viewing multiple desktops, you can clearly identify each session.
- Your agents need the ability to transfer the service call to another agent, monitor or train an agent, or work collaboratively on a call.
- Your organization does not want to have any Glance software downloaded on agents’ computers. While you can join the visitor session from the Glance the desktop client, you can also join the session from a CRM integration or agent join page.
- Your organization needs more robust security. Glance Visitor Sessions require the agent to authenticate with Glance credentials, so it is impossible for someone else to intrude on the call.
When Should We Host View Sessions?
- Your organization needs the ability for unauthenticated guests to join sessions.
- Your organization’s users need the ability to switch presenters.
How to Set Up Visitor Sessions
If you are an agent setting up a visitor session, you must have:
- A panorama Special subscription or similar as well as permission to join screen share sessions started by customers. You can configure permissions by group level settings or in roles.
- Access to the Universal Join button in your CRM or be able to navigate to www.glance.net/agentjoin/agentjoin.aspx.
- A way for customers to get to the Visitor Start page, which is found at www.glance.net/visitor/start?groupid=<<group ID>>.
How to Start a Visitor Session
- The Visitor navigates to the company’s visitor start page. Glance recommends setting up an easy-to-speak short URL on your domain to redirect to it. For example, glance.yourdomain.com.
- Visitor Start page pushes GlanceGuest download and invokes it to start a Visitor Session in the company’s group.
- The customer receives a session key to pass to the Agent over the phone or chat.
- The Agent clicks Join in their CRM, or goes to AgentJoin and enters the key.
- The Agent can view the customer’s screen.
- To show another computer, Customer repeats Steps 1-3 on other computer and Agent joins that session the same way.