Document Sharing

Requires CB 5.2 or higher

Document sharing is a feature that allows visitors and agents to share documents with each other during the session. Users can optionally save the files shared with them to their local computer. This is additive to our existing support for PDF and Excel Cobrowsing, which provides the ability to cobrowse PDF or Excel documents hosted on the customer website.

• Only PDF, XLS, and CSV files are supported.
• Document sharing from the agent/visitor desktop is only supported in Cobrowse 5.1 and later.
• Document sharing is not supported on unsecure pages.
• Only the ‘Accessible’ Cobrowse widget is supported.
• Agents must join the session through a web browser not the Glance Client.

File Size Limits

Shared by Agent

Shared by Visitor

Enabling Document Sharing

To enable document sharing, select the following settings in Account Management.

To share files:

• Visitor local document share
• Agent local document share

To download files:

• Agent document download
• Visitor document download

Agent-Initiated Sharing

If the agent would like to share a document with the visitor during a session:

1. From the Document Share icon in the agent viewer > Choose a File.
2. The agent is prompted to choose a file from their local computer > Open.
3. The agent gets the opportunity to preview the file, then clicks Share.
4. The agent is cobrowsing the document with the visitor.
5. Click the magnifying glass to search for text within the document.
6. The visitor can download the document to their local drive if this function is enabled.
7. Click the X in the top-right corner to close the document.

Visitor-Initiated Sharing

If the visitor would like to share a document with the agent during a session:

1. The agent clicks the document share icon >Send Request.
2. The visitor accepts the request.
   Note

   The url used for the Terms and Conditions link is configured by a Glance admin under Settings > Cobrowse Settings > URL Configuration > Document Sharing Terms URL.

   
3. The visitor is prompted to drag or open a file from their local computer.
4. The visitor gets the opportunity to preview the file, then clicks Share.
5. The agent can cobrowse the document with the visitor.
6. Click the magnifying glass to search for text within the document.
7. The agent can download the document to their local drive if this function is enabled.
8. Click the X in the top-right corner to close the document.

Document Sharing Links

Glance enables you to seamlessly add links to approved PDF, CSV, and Excel documents, which agents can easily share during sessions. Additionally, you can organize these documents into folders for better management.

Once you add documents in the Portal, the document is shown in the Document Sharing modal in the Agent Viewer.

Adding Documents and Folders

To add document sharing links:

1. Navigate to Settings > Document Share.
2. Click the New button.
3. Select Document or Folder.
4. For Folder, input the desired name of the folder and click the Create button.
5. For Document, complete the following steps:
   • Document Title - Enter the name you want to display for the link in the agent viewer.
   • URL - Add a link to the location of the file.
   • Type - Select the type of document: PDF or Excel/XLS.
   • Folder - (optional) Select which folder you want this document stored in.
   • Can Download - Toggle this button on or off to make the document downloadable.
6. Click the Create button.
7. Click the Publish Documents button.

Assigning Documents

Documents can be assigned to specific roles within your group, ensuring that only authorized agents have the ability to share them.

1. Click the Assign tab.
2. Click the checkbox underneath each role that needs to utilize the document.
3. Click Update.

Moving a Document to a New Folder

1. Click on the ellipsis next to the document.
2. Click Move to folder.
3. Select the new folder from the drop-down menu and click Update.

Using Document Sharing Links

If a document sharing has been configured to Active in Account Management:

1. From the document share icon > Select a file from the list of Approved documents you can share.
2. The agent gets the opportunity to preview the file, then clicks Share.
3. The agent and visitor can cobrowse the document together.
4. If this capability is enabled, the visitor can download the document to their local drive.
5. Click the X in the top-right corner to close the document.

Events

For events related to document sharing, see Cobrowse Visitor Events and Browser Agent API Events.