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IMPLEMENTATION GUIDE
7.4
© Copyright 2018
Pegasystems Inc., Cambridge, MA
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www.pega.com
API .................................................................................................................... 13
Product description
By using Pega Co-Browse, a customer service representative can connect to customers'
browsers and show them sections of the website by highlighting different elements of the web
page. The customer service representative can also click links or fill out forms remotely without
additional plug-ins or software.
Pega Co-Browse is similar to screen sharing but is different in the following ways:
Traditional – A customer service representative can see what the customers see on their
screen, allowing quick resolution to the problem, promote self-service usage, and reduces
handle time.
Customer to Customer – Individuals can share his or her browser session with another
individuals. This type of session is initiated from a single-use directed link that establishes
the co-browsing session.
Note: This document assumes that the Pega Co-Browse account setup is cloud-based. For
more information, see Pega On-Premises Co-Browse Server Installation Guide on the PDN.
Architecture
Note: The following section applies to customers who use stand-alone Pega Co-Browse.
Getting started
1. Create a Pega Co-Browse account. The co-browse provision email contains a link to
create a new account. You receive an email that contains a link to set up your account.
The subject line of this email is “The Pega Co-Browse instance has been provisioned for
<XYZ company>”.
2. Build a sample web page, and then insert the Pega Co-Browse JavaScript snippet.
Testing Configuration
1. Log in to your Pega Co-Browse account at http://www.usefirefly.com/sessions/new.
2. Open your sample website in another browser.
3. Initiate the Co-Browsing session based on your activation mode: Stealth, Button, or API.
4. On the Co-Browse menu, in the Start a co-browse session, enter the activation code, and then
click Start Co-Browse.
Obtain the Co-Browse API key and token to configure Pega Co-Browse to use with either
the Pega Platform or the Pega Customer Service.
1. In Designer Studio, to switch to express mode, click the Switch to Express mode icon at the
bottom of the Explorer panel.
2. In the Explorer panel, click Settings > Behaviors.
3. Select the Enable Co-Browse check box. The Co-Browse token and Co-Browse API key fields
are auto populated.
4. Optional: To record the Co-Browse sessions, select the Enable Co-Browse Recording.
When configuring web pages to use Pega Chat, the JavaScript snippet that enables chat on the
web page must identify the Co-Browse API key, and it must provide instructions for connecting
the chat session to the appropriate chat queue.
For more information, see the Pega Chat implementation chapter in the Pega Customer Service
Implementation Guide on the Pega Customer Service product page.
1. Obtain the API key and token, see Obtaining the Co-Browse API Key and Token.
2. Configure the pyCobrowseSession section, see Configuring the Pega 7 Platform for Pega Co-
Browse.
3. Configure the Co-Browse Destination links in co-browsing destinations data table.
During a Pega Co-Browse session, a customer service representative can remotely control a
customer webpage only when the remote control setting is set to Yes. Either a customer or a
customer service representative can end a Co-Browse session.
1. Log in to the application using your customer service representative credentials.
2. Click the Customize tab, and then under the Remote Control option, select Yes.
3. Click Save.
The customer and the customer service representative both view same web page
collaborating online. The customer service representative guide the customer visually to
perform an activity on the webpage.
Note: To record and view the recorded co-browse sessions, recording must be enabled on the
Pega Co-Browse server. For more information, see Enabling recording of a Co-Browse session.
Note: Enter only the domain name, not the full URL, for example, example.com not
www.example.com.
4. Click Save.
Pega Co-Browse simplifies data masking and data hiding functionality. Business users can
directly mask and hide data through a visual approach instead of any changes required in code.
Data masking is the process of replacing sensitive information with special characters that cannot
be misused. Data hiding is the process that hides data from viewers.
Note: If you have web pages in which some parts of the URL are elements, you must
configure the web pages as All Pages, in the Privacy settings applies group.
You can completely customize the UI instead of using the default Pega Co-Browse UI. For
example, to create your own buttons to manage the session, use the following methods.
1. Check that you have correctly identified the API Key and the API Token. The API Key is the
value found in the Pega Co-Browse console under My Account > API Key. The API Token is
the value found in the JavaScript snippet.
2. Make sure that the API Key and API Token values have been inserted into the
ApplicationSettings data transform.
− The CobrowsingAPIKey and PortalCobrowsingAPIKey is set to the API Key value.
− The PortalCobrowsingAPIToken value is set to the API Token value.
− The PortalCobrowsingEnabled value is set to true.
3. Verify that the ApplicationSettings data transform is saved to the correct ruleset version.
4. Refresh the Declare_CAApplicationSettings data page. Make sure the correct API Key and
API Token values appear on this page.
Assets aren’t showing up, and the site I’m co-browsing on is hosted behind a VPN or on
localhost
Feature Description
CustomUI Change different pieces of the UI
fireflyAPI.set(‘customUI’, {mouse: {11ffset: -25, 11ffset: -25,
cursorURL:’https://s3.amazonaws.com/firefly-
071591/img/video-desk-cursor.png’}});
Custom Words Sets the name of the viewer and the presenter
fireflyAPI.set(‘customWords’, {presenter: ‘customer’, viewer:
‘agent’});
Highlight CSS Change the color of the highlight on the customer’s side
fireflyAPI.set(‘highlightCSS’, {backgroundColor: “1677f3”,
borderColor: “1907E2”})
Secure URL Turns off/on proxying so you can test on localhost or behind
VPN
fireflyAPI.set(‘secureUrl’, false);
Sync Rep Scrolling Sync scrolling between the viewer and the presenter
fireflyAPI.set(‘syncRepScrolling’, true);
Note: When using the API functions, be sure to wrap the call in the ready function in order
to prevent race conditions. For example:
<script type=“text/javascript”>
fireflyAPI.ready(functio
n(){
fireflyAPI.set(‘whitelabel’, true);
});