Table of contents

  1. Install Upscope and test your first screen share.
  2. Integrate Upscope with your live chat system.
  3. Invite team members to your account.
  4. Do you provide phone support? Use the 5 key press.
  5. Enable and disable features.
  6. 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:

  1. Grab the javascript code from the installation page
  2. Add that javascript code to all pages on which you wish to screen share. You can paste it anywhere on the page.
  3. Now go to Upscope and you’ll see a list of your current users on any pages on which you placed the javascript code. (If you’re testing on your local or dev server then open up a separate incognito window and go to the url of your server. You’ll then appear on the list. Click on yourself there.)
  4. 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.

Once you’ve copied and pasted the Upscope javascript code onto the same page as the live chat code, a screen share link appears in the live chat chat panel.

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:

  1. Directly invite them by entering their email into the team members section under settings.
  2. 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

You can find out about further features by either looking through our help section or contacting our team on live chat or by sending an email to team@upscope.io.

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.
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