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Getting Started
This section provides general information about the Intershop Customer Engagement Center. Moreover, it covers the topics of access, navigation and interaction with customers.
Contact Sessions
This section explains how to search for customers, how to start/end a contact session and storefront CoBrowsing.
- Searching Customers
- Starting a Contact Session
- Customer Overview
  This section describes the customer overview page.
- Creating Coupons for Sending to a Customer
  This section provides information on how to manage coupons.
- Storefront CoBrowsing
- Ending a Contact Session
Managing Orders
This section provides instructions for managing orders.
References
This section provides a glossary explaining Intershop Customer Engagement Center concepts.

Storefront CoBrowsing

While resolving a customer's request in a contact session (see Starting a Contact Session), you may need to browse the sales channel storefront on behalf of the customer. To this end, you can start a "CoBrowsing" storefront session.

As the call center agent, you are automatically logged in to the storefront using the customer's credentials. This way, you are able to see the catalogs and products, prices, promotions etc. as the customer.

Tip: Storefront CoBrowsing may also be helpful if a customer asks for some guidance or help with the storefront application.

To start a CoBrowsing storefront session:

Start (if not already running) the contact session, see Starting a Contact Session
Click the link.

Figure 1. The CoBrowse link on the customer overview page.

This opens the sales channel's storefront using the customer's credentials in a new browser tab.