Description
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 begins with the agent inviting a consumer to CoBrowse, the consumer accepting, and the session starting, after which the agent can switch between conversations and initiate a second CoBrowse session, allowing both sessions to run in parallel—though only one is visible at a time—while maintaining an up-to-date view of each consumer's browser.
Enablement
Please contact your LivePerson account team to enable this feature.
Limitations
The feature is currently available only for US accounts, with deployment in the UK and APAC scheduled for January 2025. Agents can manage up to three concurrent sessions, but the performance of CoBrowse heavily depends on the website's complexity, including its size and use of animations, which can cause delays when synchronizing content during parallel sessions. Only one invite process can be initiated at a time, meaning a second session can begin only after the first is accepted and active, rejected, or timed out. Additionally, voice and video calls are out of scope, and consumers cannot be invited to a call during an active CoBrowse session; call invites will be possible only when no other session is active
Related Links
For release notes, click here.
Status
Live