Microsoft Dynamics 365 - Customer Service

Cobrowse integrates seamlessly with Microsoft Dynamics 365 Customer Service, enabling real-time visual collaboration between agents and customers. This integration is available through the Microsoft A

Overview

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

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.

Self hosted

When self-hosting the Cobrowse.io instance, there are two preliminary steps required:

1. Update the cobrowse_api environment variable

   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. Narrow down the object list to Environment variables, search for API base. Identify the cobrowse_api variable and Edit it.

   5. Set the Current Value the value to your self-hosted instance URL, including protocol and hostname (e.g., https://cobrowse.example.com).

2. Register an OAuth application.

   1. As an azure administrator, go to the Azure portal > Microsoft Entra ID > +

   2. Select + Add > App registration and configure

      1. Name: Cobrowse.io Application

      2. Supported account types: Accounts in this organizational directory only

      3. Redirect URI

         Platform: Web

         URL: https://<your cobrowse instance>/api/1/dynamics/auth/callback

   3. Click Register

   4. After registration:

      • Note the Application (Client) ID.

      • Create a client secret under **Certificates & secrets

   5. In your cobrowse.io deployment, set the following environment variables:

   dynamics__client_id=<your client id>
   dynamics__client_secret=<your client secret>

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.