Table of contents
- Install Upscope and test your first screen share.
- Integrate Upscope with your live chat system.
- Invite team members to your account.
- Do you provide phone support? Use the 5 key press.
- Enable and disable features.
- Find out about custom installs, on-premise, the REST API and more.
1. Install Upscope and test your first screen share
The simple and default way to install Upscope and try your first screen share is:
- Once the screen sharing session begins you can highlight, scroll and click using the tools on the bottom right of the Upscope viewing window.
You can also begin a browser to browser audio call by clicking the green phone button on the bottom right. You can start audio calls with users but only after a screen sharing session has begun.
⚠️ Please note: While you can use Google Tag Manager to install Upscope, we recommend adding the code directly to your website as some 3rd party extensions like adblockers will block the Upscope code and hinder screen sharing.
2. Integrate Upscope with your live chat system
Upscope co-browsing was built to auto-integrate with live chat systems in most cases.
After install, please make sure you refresh the user’s page and the agent’s live chat panel.
Integrating with Intercom, Helpscout and others.
Some integrations take a couple of more steps or go a little further e.g. Intercom, where you can begin a live chat from directly within a chat.
Fortunately, every integration has a unique document covering the key steps. See here.
3. Invite team members to your account
You can choose to:
- Directly invite them by entering their email into the team members section under settings.
- Alternatively, you can enable the option in your general settings to let anyone with the same domain name to sign up without an invite. For example, if you worked at Snap.com then anyone with an email address @snap.com can sign up themselves without you needing to invite them, once this option is enabled.
Add teammates without being charged for them
If you're on a payment plan with say 5 agents, you can still add additional teammates for managing team members or billing, without having to pay more. They're only counted as agents if they actively screen share.
4. Use the five key press to support incoming callers
When someone phones in, it’s essential to have a way to quickly view their screen to help them.
You can do this by asking the user to press the Control (ctrl) key 5 times on their keyboard.
This will make a unique 4 digit code appear on their screen. Ask them to read that out and enter it into the search bar on the search page to see their screen.
5. Enable and disable features
You may not need all the default features or you may wish to explore additional features.
Almost everything can be enabled or disabled within your Upscope general settings by the account owner or anyone else given permissions.
For example, you might wish to enable or disable the request for agent button, the phone support code, or even the ability to scroll and click for the user.
6. Find out about custom integrations, on-premise, using the REST API and more
We have worked with customers on integrating Upscope into new live chat systems, doing on-premise installs, confirming data security compliance and more.
Topics you may wish to enquire about include:
- Integrating Upscope into a live chat tool not currently listed.
- On-premise deployment of Upscope.
- Using the REST API to control and manage your own agent login process.
- HIPAA compliance.
- Data security processes and procedures.