Dynamics 365

Cobrowse integrates seamlessly with Microsoft Dynamics 365 Customer Service, enabling real-time visual collaboration between agents and customers.

Overview

This integration is available through the Microsoft AppSource store.

Cobrowse for Microsoft Dynamics 365 Customer Service

Installation guide

To install and configure the Cobrowse integration with Microsoft Dynamics 365:

1. Install the app from the Microsoft AppSource store.

2. (Optional) If you are self-hosting your Cobrowse.io instance, follow the self-hosted instructions.

3. Sign into your Microsoft Dynamics 365 installation and assert you have a verified email address. You can verify in Copilot Service Admin Center > User management > Users > Manage > Your user > Approve Email

4. As a Microsoft Dynamics administrator, open the Cobrowse.io application from the app launcher. Under Setup, select the OAuth Consent link. This will generate a URL that must be approved by an Azure administrator.

Configure the API

EU cloud and self hosted customers should point the API to their Cobrowse cluster.

EU Cloud

EU cloud customers should point the API to the EU cloud by following these steps:

1. Visit make.powerapps.com.

2. Select the environment where the Cobrowse application is deployed

3. Navigate to Solutions and open the Default Solution

4. Filter the object list to Environment variables and search for API base. Identify the cobrowse_api variable and Edit it.

5. Set the Current Value the value to https://eu.cobrowse.io.

Self Hosting

Enabling Cobrowse for live chat

To enable Cobrowse functionality for live chat channels:

1. Navigate to the Copilot Service Admin Center for your organization.

2. Go to Channels > Chat > Manage.

3. Edit your desired channel and open User features.

4. Toggle the Co-browse feature on and select Cobrowse.io as the provider.

Note that to use the Cobrowse user feature with the Customer Service live chat widget, you must integrate the Cobrowse SDK into the webpage where the widget is hosted.

Enabling Cobrowse for other channel types

Cobrowse functionality is also available for other communication channels such as voice, WhatsApp, and more. While the agent will not automatically see the user’s device in these cases, a cobrowsing session can still be initiated using a 6-digit code.

If your channel is already set up, follow these steps to enable Cobrowse:

1. Navigate to the Copilot Service Admin Center for your organization.

2. Go to Workspaces > Session Templates > Manage.

3. Select the session template associated with your channel and click Edit.

4. Under Additional Tabs, choose Add Existing Application

5. Search for Cobrowse.io Tab and add it to the list

6. Click Save & Close

Note: Default session templates cannot be edited. To work around this, create a new session template, replicate the settings from the default template, and then add the Cobrowse.io application tab.

This will add Cobrowse as a default tab when agents open an interaction.

Add our SDKs to get started!

See Getting started to add our SDKs and begin end-to-end testing! Your license key can be found in your Account Settings, seen above.

Controlling user access

The Cobrowse Microsoft Dynamics application includes two roles for managing user permissions:

1. Cobrowse.io - Administrator

   Grants access to the Cobrowse.io application via the app launcher. Users with this role can view active devices, sessions, and settings.

2. Cobrowse.io - Agent

   Grants access to the Cobrowse sidebar, allowing agents to initiate cobrowse sessions during customer interactions.

Note that in order for your users to authenticate into Cobrowse, their email address has to be verified in Microsoft Dynamics 365.