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Voice Chat (VoIP)

To make the co-browsing digital experience more personal, the agent and the customer can now engage in voice chat leveraging Rescue Live Guide's VoIP capability.

For detailed information about the feature, see Using Voice Chat (VoIP Audio).

Visual Privacy Control Setup

Protect your customers' privacy and sensitive data by configuring button blocking and data masking on co-browsed websites using a convenient visual setup tool that does not require you to have advanced web developer skills (such as working with CSS selectors).

For detailed information, see How to Configure Privacy Control Settings.

URL Based Session Invitation

Agents now have an additional way of inviting a customer for co-browsing. Agents can create a one-time session URL and share it with the customer, who can join the co-browse session by simply clicking the URL. No PIN code needs to be exchanged.

The previously known flow of starting a session via PIN code remains available as the default option.

For more information, see Starting a Rescue Live Guide Co-Browsing Session.

Updates to the Session Experience

• When the agent leaves a co-browse session, the customer now gets notified about the session getting paused while the agent is disconnected.
• When a session ends, instead of being redirected to the last co-browsed page, customers can now see a session summary screen, from where they can navigate to the last co-browsed page or see the websites they visited during the session.

Document Share

During a shared browsing session, both the agent and the customer can now upload a document from their device for co-browsing it with the remote participant. The shared document can be scrolled and annotated just like a co-browsed website. Rotating and zooming tools are also available.

Two-Way Video (Webcam)

The customer and the agent can now share their cameras during the co-browse session for face-to-face visual communication.

For detailed information about the feature, see Sharing Cameras during a Session (Two-Way Video).

Reporting Summary

A Live Guide Session Summary view of the past 7 days is now available in the Reporting.

Reporting Displayed in Local Timezone

Date/time Reporting fields are displayed in the local timezone of the user who opened reporting. For detailed information, see Working with Reporting.

Text Highlighter

The Highlighter tool allows agents to highlight any text on the co-browsed website to provide more accurate visual guidance.

Customizable Annotations

Agents can now select the color and width of the annotation line.

Tab Bar and Tab Controls for Customers

Customers can now navigate between tabs on a dedicated tab bar during a co-browse session. Customers can open and close tabs and change the URL of any co-browsed tab.

• Improved scrolling performance
• Improved picture quality

Microsoft Dynamics 365 Omnichannel integration

Rescue Live Guide can be added as a co-browse tool to Dynamics 365 Omnichannel Chat. Click here to learn about setting up this integration.

Customizable UI Texts in Multiple Languages

Rescue Live Admins can now modify the default disclaimer text and add custom agent/customer alias in all supported languages.

Language Selector Setting

By default, the language of Live Guide texts is determine based on the visitor's browser language setting. However, if the Language Selector is enabled in the Rescue Live Admin Center, customers can manually select the language of the Live Guide session.

See How to Manage Features and Tools Available to Agents and Customers.

Display Drop-Down Menus to Remote Participant

The content and navigation of drop-down menus is now visible to the remote party.

Session Border

A red border indicates to the customer which part of their screen is being shared.