# Joining calls and approving Co-Browse

Use callback, media-permission and session-code controls to enter a call or approve a co-browse request.

*Release 3.3 · operator, visitor*

**Settings › Chat › Themes** · **Settings › General Settings › Co-Browse** · **Settings › General Settings › Video Chat** · **Settings › Chat › Alternate Click To Call Settings**

## 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

### This feature uses

- **Configured in** [Visitor event rules and actions](ENG-001.md): Visitor events offer Join the Call and Click to Call entries to qualifying visitors.
- **Configured in** [Browser video and audio calls](RTC-017.md): Video Chat settings enable browser calling and select the media provider used by call entry.
- **Configured in** [Co-Browse with website visitors](RTC-030.md): Co-Browse settings supply the visitor consent request and its button wording.
- **Configured in** [Click to Call callback form](RTC-036.md): Click to Call settings and visitor events define the callback form and its request destination.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The theme chooses the available entry controls and their labels.
- **Configured in** [Pre-chat survey for visitors](VX-008.md): Pre-chat can request audio or video permission and control text-chat availability during the call.
- **Works better with** [Operator screen sharing with visitors](RTC-019.md): Screen sharing has its own call and sharing controls.
- **Works better with** [Chat links for visitors](VX-024.md): Call-enabled chat links can open the media-permission entry.

### Used by

- **Configures** [Browser video and audio calls](RTC-017.md): Visitor entry settings control the call entry icons and permission prompts offered on the website.
- **Enhances** [Visitor names and session codes](VIS-017.md): Join the Call gives visitors a control for displaying the session code to share with an operator.
- **Enhances** [Mobile chat](VX-004.md): Call and sharing views also use the available mobile space.
- **Enhances** [Pre-chat survey for visitors](VX-008.md): A survey can start an enabled audio or video call.
- **Enhances** [Chat links for visitors](VX-024.md): A call-enabled link can request media access before starting.
- **Related** [Co-Browse with website visitors](RTC-030.md): The visitor guide explains how to accept or decline a Co-Browse request.
- **Related** [Click to Call callback form](RTC-036.md): 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.