HelloScreen

    Documentation

    Initiating A Session

    Initiating a Session with HelloScreen

    There are multiple ways to start a session with HelloScreen. Determine how your company has implemented the solution to proceed.

    Live Chat Integration

    If you want to use Live Chat integrations, you might be better off using UserView, our co-browsing for support product.

    Phone / HelloScreen App

    Depending on your team's setup, you may see a list of users on HelloScreen App.

    While on a call with a client, head to the HelloScreen app where you can find them using the search bar. This shows the most recent online users, and you can use the search engine to start a session. You can typically search by email, name, location, lookup code, or page URL.

    Request Agent Button

    Clients can request a co-browsing session with a button placed on your site. An alert is sent to the main app page, and the user requesting help will appear at the top of the page.

    To activate this, go to General Settings » Request Agent Button. Here, you can decide when the button should appear (all the time, never, or when an agent is available), where it's placed on your website, and what the pop-up alert message says.

    Building Your Own Button

    If you'd like to create your own button and customize its appearance, follow these steps:

    1. Ensure your site has the code from HelloScreen Installation installed.
    2. To display the button only when agents are online, listen for agentsAvailable events.
    3. To request an agent, use Upscope('requestAgent');. You can cancel the request before it is accepted by calling Upscope('cancelRequestAgent').
    4. To know the status of the request, listen to the agentRequestUpdate event.

    Troubleshooting Session Initiation

    Unable to Connect to User

    User Not Found

    If the system is unable to find the user, the underlying problem may be:

    1. The user hasn't refreshed the page since you installed HelloScreen; ask them to refresh the page and try again.
    2. HelloScreen is not installed on the page; ensure it's installed. Visit HelloScreen Installation for the installation code and instructions.

    User Not Online

    1. Ensure they're on a page where HelloScreen is installed.
    2. If you're attempting a co-browsing session with an email ticket on a chat service, you won't be able to.
    3. Check whether their browser is supported; HelloScreen supports IE11 and above, and the recent versions of Chrome, Safari, and Firefox.