Cobrowse SDK adds multi-agent support, custom pin & new annotation tools

We're excited to announce new features added to the Zoom Cobrowse SDK to transform your customer support experience. Let's dive into the latest additions that make our SDK even more versatile and user-friendly.

Multi-agent support: collaborate better together

One of the most requested features is now here - multiple agents can now join the same cobrowse session! This capability enables:

• Seamless collaboration between multiple support agents
• Expert escalation without session interruption
• Enhanced training opportunities for new agents
• More efficient problem-solving with diverse expertise

Bring Your Own PIN (BYOP): custom session control

Another requested feature was the ability to manage your cobrowse sessions with your own pin. This feature gives you complete control over your session PIN codes based on your business logic.

Implementing BYOP

To enable BYOP, simply add enable_byop: 1 in your JWT payload when creating the session. Here's how to implement it:

Customer side:

Simply add customPinCode to the start method on the session object:

ZoomCobrowseSDK.init(settings, ({ success, session, error }) => {
    if (success) {
        session.start({
            customPinCode: "{PIN_CODE}", // Your custom PIN
            sdkToken: "{SDK_TOKEN}",
        });
    } else {
        console.log(error);
    }
});

Agent side:

We've launched a new Agent side SDK to make this possible. You can pass in the pinCode to the createAgentViewerEndpoint method on the session, you can then access the agentViewerUrl in the callback function:

ZoomCobrowseAgentSDK.init(settings, ({ success, session, error }) => {
    if (success) {
        session.createAgentViewerEndpoint(
            {
                pinCode: "{PIN_CODE}",
                sdkToken: "{SDK_TOKEN}",
            },
            ({ success, agentViewerUrl, error }) => {
                if (success) {
                    console.log(agentViewerUrl);
                } else {
                    console.log(error);
                }
            },
        );
    }
});

Enhanced annotation tools

We've expanded our annotation toolkit to include new tools:

• Vanishing Pen: Create temporary annotations that fade away automatically
• Vanishing Rectangle: Draw attention to specific areas with temporary highlighting

These new annotation options provide more flexibility in highlighting important information during support sessions while keeping the interface clean.

Performance improvements

Along with these new features, we've made performance optimizations to ensure a smooth experience and make interactions more responsive. These improvements ensure that even with multiple agents in a session the performance is snappy and reliable.

Get started

These new features are available now in the latest version (v2.3.1) of the Zoom Cobrowse SDK. We'll continue to add more features to the Cobrowse product. If you have suggestions, you can share in the Zoom Developer Forum to create a feature request.

For detailed implementation guides and API references, visit our Cobrowse SDK docs.

We're excited to see how you'll use these new features to enhance your customer support experience. Share your feedback and success stories with us!