Navigation to Cross-Domain Terminates Co-Browse Session

Genesys Cloud Web Chat
1

Hi Team

We are facing an issue for which I have opened a support ticket. The Genesys support team has advised to post this problem to this forum as well to see if someone can pick it up and propose a quick fix.

During a live co-browse session over chat, when an agent navigates from existing page (on domain 1) to the next page (on domain 2), then the next page loads and chat reconnects successfully; however, the existing co-browse session is terminated and never reconnects.

We have all the required Allowed Domains configured against the Co-Browse deployment in PureCloud, and we have even used the wild card * under the Allowed Domains.

Also, we have observed that a live co-browse session over the chat loads successfully (along with the chat session) when the next page being navigated to belongs the the same domain as the previous page though. The problem occurrs only when the next page being naviagated belongs to a different domain.

Any thoughts?

Thanks.

2

Hi KBN,
I had the same issue in the past and reported it to the Support.
They told me it wasn't supported. So the session disconnect is expected.

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* does not work in allowed domains.
Co-browse should reconnect when the page navigates. @Poulain_Mathieu who told you otherwise?
@KBN I need a support ticket to troubleshoot this further. Support will reach out to you and ask more pertinent questions.

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Here is the support ticket: 0002385752

The info icon under the Allowed Domain field display this, not sure what does * mean here?

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image719×188 4.46 KB

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I will have the * removed from the tool tip. Thank you for letting me know.

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I asked the support with the case: 0002231783. They answered me it wasn't supported.

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Now we have been told the same by Genesys Support that cross-domain co-browse session is not supported. Genesys Ticket # 0002385752.

@charles.wall any comments?

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Put simply, I was wrong. I added cross-domain support to web-chat, but not co-browse. I'm sorry for the confusion. Co-browse cross-domain is planned.

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