Starting a Co-Browse Session in Microsoft Dynamics

Log in to your Microsoft Dynamics 365 Omnichannel for Customer Service account.
Select and open a chat support session under the My work items section.
At the top of the chat panel, click the Live Guide icon.

Note: At this point you may be prompted to log in to Rescue Live Guide.

Result: A new Live Guide AppTab opens, and a new Live Guide co-browse session is created. The session start URL is automatically copied to the chat window.
Invite your customer to join the session by sending them the session start URL.
Ask the customer to click the session URL.
Result: A new browser tab is opened on the customer's device displaying the Dynamics 365 Omnichannel chat window.
Ask the customer to click the Start browsing together button to start the co-browse session.
Result: The co-browse session starts. You can chat with the customer via Dynamics 365 Omnichannel while co-browsing.
To end the session, you need to terminate the co-browse session first, otherwise you cannot close the Dynamics 365 Omnichannel chat session.

Article last updated: 27 September, 2022