Joining Sessions

Glance offers a few different ways to join sessions:

• 1-click connect: Agent-initiated flow where the Join button will light up orange, and the agent can send a request to the visitor to share their browser, no key exchange required.
• Key-based sessions: Visitor clicks a button or link on the website to generate a key, which is relayed to the agent.
• Mobile camera share sessions: Enter the customer's phone number to send a text to share their video stream. Glance provides a default configuration to map Glance Visitor IDs to interactions.

NOTE: User's must have popups enabled to be able to complete sessions.

Joining from 1-Click Connect

1. Navigate to the object where you would like to start a session, for example a contact or case.
2. The Join button will light up orange if the customer is present and available to receive a Cobrowse request.
3. Click Join to send the request to the visitor.
4. The visitor accepts the request.
5. The visitor and agent are connected.

Joining from Key-Entry

1. Navigate to the object where you would like to start a session, for example a contact or case.
2. Ask the visitor to click a link or a button on the website to generate a key.
3. Click the Join button.
4. Click the Have Key button.
5. Enter the key and click Connect.
6. The visitor and agent are connected.

Joining Mobile Camera Share Sessions

1. Navigate to the object where you would like to start a session, for example a contact or case.
2. Send a request to the visitor to share their mobile video through a text message.
3. The visitor clicks the link in the text on their mobile device.
4. The visitor and agent are connected.

Show My Screen

1. Navigate to the object where you would like to start a session, for example a contact or case.
2. Click the Show button.

Note: If this is your first time using Show My Screen from Salesforce you will need to click the allow popups notification and install the Glance extension.

3. Click the Open Glance Protocol Handler button on the popup.
4. If you are not logged in to the Glance client, you will be prompted to do so.
5. Click Yes to the Start Session popup.
6. Provide the Browse to URL address from the Glance Client to the visitor.
7. The visitor navigates to the URL provided and inputs the session key if required.
8. The visitor clicks Join.
9. The agent is now sharing their screen with the visitor.

View Their Screen

1. Navigate to the object where you would like to start a session, for example a contact or case.
2. Click the View button.

Note: If this is your first time using View Screen from Salesforce you will need to click the allow popups notification and install the Glance extension.

3. Click the Open Glance Protocol Handler button on the popup.
4. If you are not logged in to the Glance client, you will be prompted to do so.
5. Click Yes to the Start Session popup.
6. Provide the Browse to URL address from the Glance Client to the visitor.
7. The visitor navigates to the URL provided and inputs the session key if required.
8. The visitor clicks Join.
9. The visitor receives a notification that the agent will be viewing their screen. Click Allow.
10. The agent is now viewing the visitor's screen.