Joining calls and approving Co-Browse
Use callback, media-permission and session-code controls to enter a call or approve a co-browse request.
What it is
INSIDE offers visitor entry controls for callbacks, audio or video calls, and shared browsing. Join the Call displays a Session Code for the visitor to give an operator. Browser media permission and co-browse consent are separate steps.
Who uses it and why
Visitors request a callback, allow the devices needed for a call, or decide whether to accept shared browsing. Operators guide visitors through the appropriate entry and use the session code to identify the visitor's browsing session.
Where to find it
The configured website can show Join the Call as a tab or chat-header control. Callback entry opens a form headed HAVE US CALL YOU BACK, unless customised. A call-enabled pre-chat entry shows Allow Camera & Mic or Allow Mic.
Co-browse consent appears as a request in the chat pane. Your website can use customised request text and button labels.
How it works
For a callback, enter or verify First Name, the country calling code and phone number. Last Name and Ext are optional. Choose CALL ME NOW, or the customised button. The form submits the request and can show a waiting or result message. Submission does not mean a telephone call has already connected.
For audio or video entry, choose Allow Camera & Mic or Allow Mic, then respond to the browser's permission prompt. Successful permission allows pre-chat to continue. If permission fails, the pane reports an error. The configured call type determines whether camera access is requested.
For Join the Call, open the tab or header control and read the Session Code to the operator. This identifies the browsing session; displaying the code does not grant camera or microphone permission.
When an operator requests co-browse, the pane opens the request. Choose Ok to accept or Decline to refuse, unless your website uses different labels. Accepting allows the co-browse session to proceed.
Configure it
Operators use the call or co-browse features available to their account and role. Ask the person with the Settings role to review the theme's entry icons and Join the Call Label, and the pre-chat call options.
Powerfront can change the service configuration and co-browse request text for you through Settings › General Settings › Co-Browse and Settings › General Settings › Video Chat. With the Settings role, edit older callback configurations in Settings › Chat › Alternate Click To Call Settings.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Join the Call Label | Settings › Chat › Themes | website | Join the Call, translated for the visitor's language | Settings role | Set the visitor-facing label for the session-code entry in the theme. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure theme entry controls, pre-chat call options and alternate callback settings. |
Limits and good to know
- Check prefilled callback numbers, including their country code and extension, before submitting.
- Browser permission is required for the devices used by a browser call. Accepting an INSIDE prompt alone does not override a browser block.
- Text chat can be hidden during a call if the pre-chat entry is configured that way.
- Co-browse consent and media permission authorise different actions.
- Transfer Basket, when enabled in the separate shared-browsing experience, asks the sender to confirm before sending a basket to the customer.
Depends on and works with
View all connections as a list
This feature uses
- Visitor event rules and actionsConfigured by
Visitor events offer Join the Call and Click to Call entries to qualifying visitors.
- Browser video and audio callsConfigured by
Video Chat settings enable browser calling and select the media provider used by call entry.
- Operator screen sharing with visitorsEnhances
Screen sharing has its own call and sharing controls.
- Co-Browse with website visitorsConfigured by
Co-Browse settings supply the visitor consent request and its button wording.
- Click to Call callback formConfigured by
Click to Call settings and visitor events define the callback form and its request destination.
- Visitor chat themes and brandingConfigured by
The theme chooses the available entry controls and their labels.
- Pre-chat survey for visitorsConfigured by
Pre-chat can request audio or video permission and control text-chat availability during the call.
- Chat links for visitorsEnhances
Call-enabled chat links can open the media-permission entry.
Used by
- Visitor names and session codesEnhances
Join the Call gives visitors a control for displaying the session code to share with an operator.
- Mobile chatEnhances
Call and sharing views also use the available mobile space.
- Pre-chat survey for visitorsEnhances
A survey can start an enabled audio or video call.
- Chat links for visitorsEnhances
A call-enabled link can request media access before starting.
- Browser video and audio callsConfigured by
Visitor entry settings control the call entry icons and permission prompts offered on the website.
- Co-Browse with website visitorsRelated
The visitor guide explains how to accept or decline a Co-Browse request.
- Click to Call callback formRelated
The visitor guide explains how to submit callback details through the form.
FAQ and troubleshooting
Why do I see Allow Mic instead of Allow Camera & Mic?
The entry is configured for a call type that requests microphone access without camera access.
Why does permission fail after I click Allow?
Check the site's camera and microphone permission in the browser, and whether the required device is available. Then retry the entry.
Why does Join the Call only show a code?
That control identifies your browsing session. Give the Session Code to the operator so they can continue the appropriate call or co-browse process.
Why has nobody called after I submitted the form?
The form requests a callback; it does not confirm an answered telephone call. Check the number and country code, then contact the operator if the request does not progress.
Can I refuse shared browsing?
Choose Decline on the co-browse request. The website may use a customised refusal label.