Table of contents
Instant quick start test using Upscope Universal Co-browsing
Universal Co-browsing vs regular Co-browsing
Install regular Co-browsing
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. Start your first Universal Co-browsing session in 30 seconds
Once you've created an account you're ready to go with the new instant Upscope Universal Co-browsing.
Follow these 3 steps
A. Go to https://app.upscope.io and click 'Start Session'
B. You'll be directed to a page containing your own personal co-browsing link
C. Send that link to your customer or open it in a new tab if you're just testing
DONE! The session has started.
You're now Co-browsing.
Try out the little controls at the bottom to test out highlighting, scrolling, clicking and other interactive features.
Try changing the URL to Amazon.com or another website to direct them there as well.
2. Universal Co-browsing vs Regular Co-browsing
> Only works on the website where you've installed the snippet
> Great for when you need to support logged in customers on one website
> No installation of code needed
> Works on any website
> Great when you need to support customers across multiple websites
> Customers would need to login again
3. Install regular Upscope Co-browsing and test your first screen share
The simple 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.
Installing Upscope on an iframe? The video above mentions a separate iframe installation but fortunately this is not a requirement anymore.
2. Integrate Upscope with your live chat system
Note: This applies to regular Co-browsing. With Upscope Universal Co-browsing you'd simply need to send your link to the customer over live chat.
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
Note: This applies to regular Co-browsing and not Universal Co-browsing
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.
Data security processes and procedures.
Troubleshooting an integration
Getting setup might involve testing on your local server which has restrictions so please watch this brief video to bypass the most common problems.