HELP FILE

Starting a Rescue Live Guide Co-Browsing Session

Start a Rescue Live Guide session to see what your customers see on any website, and provide real-time guided assistance to help them complete digital tasks, such as completing an online application, changing their subscription, or locating a resource.

If your company uses the codeless implementation of Rescue Live Guide, it needs to have its unique and dedicated Rescue Live Guide branded URL registered: [your_domain].support.me.

The below procedures assume that the support agent is already engaged with the customer via phone, chat or other messaging channel to be able to guide them through the steps needed to start the shared browsing session.

Rescue Live Guide currently offers two ways of starting a session:

Starting a Session via PIN Code

  1. To use the Rescue Live Guide agent web console, log in at https://cobrowse.logmeinrescue.com .

    Important: Due to security considerations, your Rescue Live Guide account is tied to your Rescue Company ID. This makes sure that agents belonging to a company can only work with session PIN codes generated uniquely for that given company.

    Result: The LogMeIn Rescue Log in page is displayed.

  2. Log in using your Rescue credentials.

    Result: The Rescue Live Guide agent web console is displayed offering the Co-Browse tile.

  3. On the Co-Browse tile, click Start Session.

    Result: The tile now displays the Enter PIN and Create Session URL options.

  4. Instruct the customer to start the session from any supported browser.

    Codeless Rescue Live Guide
    Instruct the customer to visit your dedicated shared browsing URL.
    Note: Your dedicated shared browsing URL is indicated to you on the Co-browse tile, under Enter PIN.

    This URL is determined by the value configured for the Session Start setting in the Rescue Live Admin Center.
    Scripted Rescue Live Guide
    Instruct the customer to click the button on your website that is dedicated to starting the shared browsing session.
    Note: For information about the different implementations, see Rescue Live Guide Implementation Options.

    Result: A six-digit PIN code is displayed for the customer.

  5. Ask the customer to tell you the six-digit session PIN code that is displayed to them.
  6. Enter the session PIN code shared by the customer in the Enter PIN box on the Co-Browse tile, then click Connect.

    Result: The Waiting for customer to start session... message is displayed in the agent console, while for the customer the Start Browsing Together button is displayed.

  7. Instruct the customer to click Start Browsing Together.

    Result: The shared browsing session starts.

Starting a Session via Session URL

By choosing to start a session via session URL, you can make the process easier for both the customer and yourself. No PIN code needs to be exchanged with the customer. You can simply generate a one-time session URL and send it to the customer, who will only have to click it to start the session.

Note: We recommend choosing the session URL method only when you can share the generated URL via chat or email.
  1. To use the Rescue Live Guide agent web console, log in at https://cobrowse.logmeinrescue.com .

    Important: Due to security considerations, your Rescue Live Guide account is tied to your Rescue Company ID. This makes sure that agents belonging to a company can only work with session PIN codes generated uniquely for that given company.

    Result: The LogMeIn Rescue Log in page is displayed.

  2. Log in using your Rescue credentials.

    Result: The Rescue Live Guide agent web console is displayed offering the Co-Browse tile.

  3. On the Co-Browse tile, click Start Session.

    Result: The tile now displays the Enter PIN and Create Session URL options.

  4. Select Create Session URL.

    Result: The Create Session URL button is displayed along with the URL of your website where the co-browse session will start.

    Note: The default value for this URL is defined by the Session Start setting in the Rescue Live Admin Center. The URL is editable here on the Co-Browse tile, but the edited URL will be used only for this single session.

  5. Click the Create Session URL button.

    Result: A one-time session URL is displayed.

  6. Send the session URL to your customer via a messaging tool or email.

  7. Click Connect.

    Result: The Waiting for customer to start session... message is displayed in the agent console, while for the customer the Start Browsing Together button is displayed.

  8. Instruct the customer to click Start Browsing Together.

    Result: The shared browsing session starts.