Presence / 1-Click Requirements

Presence enables agents to initiate a Cobrowse session with visitors instantly-without requiring the visitor to click a link, enter a hotkey sequence, or read a session key over the phone.

To use Presence, the following requirements must be met:

  • Agents must be using Glance for Salesforce or a custom integration.

  • Add data-presence="on" to the Cobrowse script tag.

  • Specify a unique Visitor ID on every page where a Cobrowse session can be initiated. The Visitor ID must:

    • Be known to the agent’s CRM.

    • Be unique to each individual visitor. If two people browse your site using the same Visitor ID, the Presence service will be unable to distinguish between them.

    • During 1-Click Connect sessions, the visitor ID acts as the Session Key, so it must meet all requirements of a Session Key as outlined here.

  • Agents must have an active Presence subscription.

  • The agent’s CRM must be integrated with the Glance Presence service via the Glance Presence API. Glance’s Salesforce integration supports Presence out of the box.

For more details on the Glance Presence API, see the Customizing page.

Presence Presence

The diagram below illustrates a typical flow for initiating a Cobrowse session using Presence. Both the visitor and the agent connect to the Presence service using the same unique Visitor ID. Once connected, the agent and visitor can communicate through the Presence service. This flow is also applicable to visitors using the mobile SDK.

Presence Presence

Disable Console Logs

Info

The ability to disable console logs is supported in Cobrowse version 4.9 later.

To suppress console logs generated by Presence, include the following line in your JavaScript before Glance is loaded or a session is started:

window.GLANCE_COBROWSE = { disableLogging: true };

Ad Blockers

Ad blockers can interfere with Presence functionality. If you have completed all of the required setup steps and Presence still is not working, try disabling any ad blockers installed in your browser.

Reconnecting

If a visitor or agent loses network connectivity, it may take up to one minute to automatically reconnect to Presence. Refreshing the page will initiate an immediate reconnection attempt.