Agent Browser Refresh

Last Updated : May 15, 2025 |

Avaya Co-Browsing Snap-in provides an option to reconnect to an ongoing session after a browser refresh. For an agent browser refresh, the customer data is synced with the agent after reconnecting, while for a customer browser refresh, the customer can reconnect to the current session.

Using the Agent Browser Refresh feature, Avaya Co-Browsing Snap-in stores the ACS token in browser cookies for the customer and the agent during every co-browse initialization session. After the session ends, this cookie is removed.

Impact on customer website after agent browser refresh:

  • Any data that the customer enters during a session is lost.

  • Any annotation and markers that the customer uses during the session are lost.

Impact on agent co-browsing website after agent browser refresh:

  • The expanded menu option is not displayed in expanded mode because Avaya Co-Browsing Snap-in does not store previous activities, actions, or events.

  • The Avaya Co-Browsing Snap-in does not display mouse-over, links, and tooltips because it does not store the earlier state of selected items.

Note:

After a certain time, when there is a disconnect between the client (customer or agent) and the CoBrowse retry, the client cannot reconnect. If the session has not ended, the user can refresh the page to reconnect the session.