Sign in

Week of November 20th

New updates include: Concurrent CoBrowse

Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

CoBrowse

Features

Concurrent CoBrowse - Allow agents to conduct several concurrent CoBrowse sessions.

LivePerson is excited to introduce Multi-Session CoBrowse, allowing agents to conduct up to three concurrent CoBrowse sessions. This enhancement enables agents to:

  • Assist multiple customers at once, improving efficiency and productivity.
  • Reduce wait times by managing several customer interactions in parallel.
  • Seamlessly switch between customer sessions to address inquiries quickly and effectively, enhancing the overall customer experience.

Previously, agents could only conduct one CoBrowse session at a time. 

How It Works

The flow is as follows: 

  • Agent invites consumer to CoBrowse using the existing invitation buttons.
  • Consumer accepts.
  • CoBrowse session starts.
  • Agent switches to another consumer’s conversation
  • CoBrowse session continues in the background.
  • The agent invites a second consumer to CoBrowse.
  • Consumer accepts.
  • CoBrowse session starts.
  • Two CoBrowse sessions now run in parallel but only one is visible at a time.
  • The agent switches between the 2 conversations and can see an up-to-date view of the consumer’s browser.

Enablement 

Please contact your LivePerson account team to enable this feature.

Limitations

  • The feature is only available for US accounts for now. UK and APAC due to be deployed January 2025. I
  • The maximum number of concurrent sessions per agent is 3.
  • The performance of CoBrowse is highly dependent on the website (overall size as well as the use of animations). Parallel sessions on large websites can cause performance issues and delays when synchronizing content.
  • It will not be possible to start more than one invite process. This means that a second session can only be started once the first one has been accepted and is active or was rejected/timed out.
  • Voice and video calls are out of scope, and it will not be possible to invite a consumer to a call when a CoBrowse session is active. Call invites will only be enabled when there is no other active session. 
Image

Image