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.

Joining from 1-Click Connect

  1. As an agent, accept the inbound interaction.
  2. Click on the Glance interaction widget tab.
  3. The Join button will light up orange if the customer is present and available to receive a Cobrowse request.
  4. Click Join to send the request to the visitor. Joining Joining
  5. The visitor accepts the request.
  6. The visitor and agent are connected.

Joining from Key-Entry

  1. As an agent, accept the inbound interaction.
  2. Click on the Glance interaction widget tab.
  3. Ask the visitor to click a link or a button on the website to generate a key
  4. Enter the key and click Join. Joining Joining
  5. The visitor and agent are connected.

Joining Mobile Camera Share Sessions

  1. As an agent, accept the inbound interaction.
  2. Click on the Glance interaction widget tab.
  3. Send a request to the visitor to share their mobile video through a text message. Joining Joining
  4. The visitor clicks the link in the text on their mobile device.
  5. The visitor and agent are connected.