At Upscope we often see the following seemingly complicated request: 

"We have a software solution that 1000s of companies buy from us. Each company has their own support team. We want to build co-browsing into our platform so each of those support teams can co-browse with their respective customers. Is this possible?"

Yes, you can do that with the Upscope REST API and below is an overview of how you can integrate it for achieving the best customer experience.

Don't fret if this is not your exact use case, our API is versatile so just ask us if you're unsure!

How it works for customers who are logged in

Let's say you have a CRM which your thousands of clients all purchase from you to support and work with their own customers.

The customer, Jack, phones your client's support team
Jack is on your client's website and has a question. 

He phones the client's support team and identifies himself by name or email address.

The support agent opens up Jack's profile on your system
When Jack phones in and gives his email address, the support agent searches on the CRM system to find Jack's profile.

There is a co-browse button next to Jack's profile. This is the Upscope button you would integrate into your system. Clicking this then starts the Upscope co-browsing process.

When the support agent clicks that button, Upscope generates a screen share link
What happens when the agent clicks that co-browse link? 

This is where the REST API comes into play.

While you handle authentication of the agent within your own CRM, Upscope generates the unique link to Jack's screen and enables the co-browsing session.

The missing piece here is that Jack's unique ID has already been passed into Upscope's Javascript code as soon as he arrived on the client's website.

In setting up Upscope, you've already added the Upscope javascript library to that client's website and configured it.

Below you can see the Upscope init section of the Upscope javascript code. If the user is logged in, you can pass some of their information, such as their email or unique id to this code.

Upscope('init', {
  ...
  identities: ['Jack Smith', 'Jack@acmetechnologies.net'],
  uniqueId: '123',
});


The support agent can view Jack's screen right there on the profile page

After clicking on the link, the agent would see Jack's screen in your system because you can embed Upscope as an iframe directly within the page if you wish.

How it works for customers who are not logged in

It could be that Jack is not logged in or is a first time customer. 

In this case, you'd need to be able to see his screen without having a screen share button embedded into his profile, as he does not have a profile page yet. 

Below is how it would work.

Upscope can generate a 4 digit unique code for every customer

As you have the Upscope javascript code on each page of the website, when Jack arrives there, it generates a 4 digit unique pin code for Jack.

Each customer will see a unique 4 digit support code on their screen, they read this out to the agent who enters it into the search engine to instantly see that customer's screen.

Below you can see the code on the bottom left. 

You can add this code anywhere you wish like the footer, the top nav bar, in a pop-up or even use Upscope's default floating pin code that expands when hovered on.

Enter that phone support code into the admin interface to find Jack's screen
You can build a code entry point into your system where the agent enters the 4 digit pin and once again, via the REST API, a unique screen sharing link is generated which allows the agent to view Jack's screen.

Below, the code was 4386 which the agent enters to immediately see Jack's IP address appear. Clicking that will take the agent to Jack's screen.

Please contact our team on team@upscope.io for further information.

Why Upscope API?

SSL everywhere

Your connection with Upscope is protected by SSL everywhere. All access cookies are HTTPS only to guarantee no man-in-the-middle can get a hold of them.

Sandboxing

While we load remote HTML in your agent's browser to show them what your user is seeing, we do so in a sandboxed iframe so that no javascript can be executed. We also proxy all remote assets to ensure they are served over HTTPS.

Find out more about our security here (https://upscope.io/security/)

On-Premise

We offer on-premise, so if you would like to host Upscope on your own servers we can help you set it up.

Learn more about on-premise here (https://help.upscope.io/articles/2224577-on-premise-deployment-of-upscope)

Set-up support

We’re here to answer your questions, take you through how the integration would work, and support you whilst you build it. We’re dedicated to make the journey as smooth as possible so don’t be afraid to reach out to us! We’ll be there every step of the way.

Pricing

Pricing will vary depending on volume of users, we offer volume discounts that are dependent on the number of agents you would like to commit to each billing period.

We provide extended trials and work with clients to establish a proof of concept for anyone who is interested in using the API to build and test the integration.

Resources:
https://github.com/upscopeio/rest-api

Please ask our team for further information by emailing team@upscope.io, calling us at:UK: +44 20 3778 0432US: +1 347-344-5719

Or speak to us on live chat!

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