Document Sharing

Document sharing is a feature that allows visitors and agents to share documents with each other during the session. Users can optionally save the files shared with them to their local computer. This is additive to our existing support for PDF and Excel Cobrowsing, which provides the ability to cobrowse PDF or Excel documents hosted on the customer website.

• Only PDF, XLS, and CSV files are supported.
• Document sharing from the agent/visitor desktop is only supported in Cobrowse 5.1 and later.
• Document link sharing is only supported in Cobrowse 5.2 and later.
• Visitors can only share documents 5MB or less.
• Document sharing is not supported on insecure pages.

Enabling Document Sharing

To enable document sharing, select the following settings in Manage Your Account.

To share files:

• Customer to share files from their computer
• Agent to share files from their computer

To download files:

• Agent to save files that Customer has shared
• Customer to save files that Agent has shared

Agent-Initiated Sharing

If the agent would like to share a document with the visitor during a session:

1. From the Document Share icon in the agent viewer > Choose a File>.
2. The agent is prompted to choose a file from their local computer > Open.
3. The agent gets the opportunity to preview the file, then clicks Share.
4. The agent is cobrowsing the document with the visitor.
5. If this capability is enabled, the visitor can download the document to their local drive.
6. Click the X in the top-right corner to close the document.

Visitor-Initiated Sharing

If the visitor would like to share a document with the agent during a session:

1. The agent clicks the document share icon >Send Request.
2. The visitor accepts the request.
3. The visitor is prompted to drag or open a file from their local computer.
4. The visitor gets the opportunity to preview the file, then clicks Share.
5. The agent can cobrowse the document with the visitor.
6. If this capability is enabled, the agent can download the document to their local drive.
7. Click the X in the top-right corner to close the document.

Document Sharing Links

Glance offers the ability to add links to approved PDF, CSV, and Excel documents that agents can share in a session. Once you add documents in the Manage Your Account site, the document is shown in the Document Sharing modal in the Agent Viewer.

You can upload a total of 20 links that reference PDF/CSV/XLS files.

Before You Begin

Verify that you have modified the CSP headers to allow Glance in the website where the files are hosted, so that they can be accessed during the session.

To add document sharing links:

1. From Manage Your Account>Settings>Cobrowse Settings, scroll to the Document Sharing Links for Agents section.
2. For Document Name enter the name you want to display for the link in the agent viewer.
3. For Link, add a link to the location of the file.
4. Select the Active checkbox to make the file active for the agent.
5. For Type, select the type of document: PDF, or Excel/XLS.
6. Click Save to add the link.
7. Once you are satisfied with your changes in Staging, click Publish to Production.

Using Document Sharing Links

If a document sharing has been configured to Active in Manage Your Account,

1. From the document share icon > Select a file from the list of Approved documents you can share.
2. The agent gets the opportunity to preview the file, then clicks Share.
3. The agent and visitor can cobrowse the document together.
4. If this capability is enabled, the visitor can download the document to their local drive.
5. Click the X in the top-right corner to close the document.