Customer View

Customer View is a feature which allows agents to see the website page the customer is viewing. This however, is not a live feed, to see a live feed of what the customer is doing, you will need to use our Cobrowse feature.

To use Customer View, find the Customer View button in your chat console:

The customer's page will load next to your chat:

Customer View can be quickly toggled on and off to understand website visitor behaviour at a glance. 

Customer View doesn't require any permissions or downloads for the customer.

Notes

Customer View uses iFrame technology. While agents see which page the customer is on, agents CANNOT see any session data that relates to that customer. For example, if the customer has items in their shopping basket, agents cannot see this just from the Customer View feature. However, agents CAN see this information using cobrowsing or by passing through interaction data.

Some websites do not allow iFrames, in which case agents may not be able to see anything. The main reason for this is the inclusion of the x-frame-options: sameorigin header. Unfortunately it is not possible to whitelist domains when using this header. Therefore, the Content-Security-Policy with the frame-ancestors option would need to be used in place of the x-frame-options header. This can be typically configured on the web server. An example would be:

Policy: https://eu.engage.app https://ignite.mitel.com

Please note: The {region}.engage.app domain will need to be used as a minimum. Please change the above if you are using another region e.g. us.engage.app

If Mitel Ignite is used as the primary agent console any domains/IPs which are used to access Mitel Ignite will also need to be included as shown above. https://ignite.mitel.com is just a placeholder - please change this for whichever URL you use to access Ignite.