Allows the agent to join a video session from Salesforce when a visitor is logged in.
Join with Key
Allows the agent to join a video session from a key provided by the visitor.
Agent Join Page
Allows the agent to join a video session from a key provided by the visitor.
Resize Video
Allows the visitor to resize the video to large video.
Turn Video on/off
Allows the participant to turn their video on and off.
Eject guest
Allows the agent to eject the guest, if needed.
Pause guest video
Allows the agent to pause the guest’s video.
Cobrowse Widget
The Cobrowse widget contains the Hang-up button and the Hide/Display video option. The widget can be dragged and dropped on the screen during a session and will snap to a corner based on the quadrant it is moved into.
Hide/Display: Allows the agent to hide or display the video preview.
Hang-up Button: If the visitor or agent clicks this button, the session ends. If a guest clicks this button, they leave the session, but the visitor and agent can continue.
Glance Icon
The G icon is only informational.
Settings
Provides the ability to choose a webcam or turn on accessibility.
Webcam: Choose which camera you want to use for the session. You can only change cameras before a session, not during a session.
Accessibility: If enabled, turn this switch on (blue) to enable accessibility. This feature allows agents to guide customers by clicking on a page element, which automatically activates the visitor's screen reader to read the clicked element out loud.
Back/Forward
If remote control is enabled, these buttons allow you to go back or forward.
Refresh
If remote control is enabled, this button allows you to refresh the page.
Add Guest
Allows the agent to invite guests to the session.
Add Guest (dropdown)
Once the agent clicks Add Guest, they can click the copy button to copy the URL to the guest join page to share with guests.
Once the agent has a code from a guest, they enter the code into the field and click Admit.
Remote Control
If the agent has remote control privileges, it provides the ability for the agent to request control of the visitor’s interface. When remote control is on, a green dot in the middle of the mouse icon is displayed. To stop remote control, click the mouse button again.
Video
If the agent has video privileges, it provides the ability for the agent to show video. Click the video button to start agent video. When video is on, a green dot in the middle of the camera icon is displayed. To stop agent video, click the video button again.
Customer Info
Provides relevant session details and diagnostics, including:
Session Code
Visitor OS, Browser Type, and Browser Version
Report a Problem (if enabled)
END
The END button ends the session and closes the browser window.
Visitor Controls
Icon/UI Element
Name
Details
Visitor Preview (1-Click Connect)
With Terms and Conditions
If a visitor is logged in, and an agent has 1-click connect enabled in a CRM, when the agent clicks the orange Join button, the visitor is presented with a set of terms and conditions.
1 of 2: Visitor Preview (Code use case)
If the camera isn’t enabled this is the first screen.
2 of 2: Visitor Preview (Code use case)
Video preview with session code once the camera is enabled.
Blocked Camera Alert
Visitor has clicked the block camera on the browser bar icon.
Camera Off Alert
Visitor turned off the camera in the modal.
Waiting Message
Displays when the visitor has accepted terms but is waiting for the agent to click Join.
Remote Control Request
Allows the user to accept the remote control request.
Camera Settings
Allows the user to choose a camera.
Video Settings
Allows the user to turn their camera on or off.
Guest Controls
Icon
Name
Details
Name Field
Allows the guest to enter their name. Once they click Join, a code appears.
Camera Settings
Allows the guest to choose a camera.
Video Settings
Allows the guest to turn their camera on or off.
Code Field
Once the guest has entered their name, a code box appears, which they will provide to the agent to admit them.
Video Slider
In small video mode, if you cannot see all participants in the session, this icon allows you to filter through different participants in the session.
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