This guide can be used by admins to learn at a high-level how to manage your account.
Your specific integration may be different from this guide. If you are training admins on how to use our software in your own workflow, then using this guide alongside your own materials and integration is recommended as best practice.
As a first step, please review two other articles:
- The difference between admins and support agent roles in our software.
- The user guide for agents.
This guide covers additional functionality of admin users.
Session History
Session metadata for all agents
View and download the session metadata from your account. Please see Session metadata for more information.
Session recordings for all agents
View and download the session recordings from your account. Please see Session recordings for more information.
Join active sessions
Please see joining active sessions for more information.
Account Settings
General settings
Modify the account configuration options listed here: https://docs.cobrowse.io/sdk-features/account-configuration, e.g. to disable remote control from your account.
As well as your user display name, the Company name can also be set for your account. The default value for this is the name you entered when you created the account.
Team Membership
Full information can be found at Managing your team.
Here you can also view members who have been added to your account, and your license usage.
Redaction
You can configure redaction from the admin portal. However, we recommend redaction to be configured on the SDK-side by default: https://docs.cobrowse.io/sdk-features/redact-sensitive-data.
Push Notifications
Configure session requests over native push channels using Firebase, please refer to your account and the documentation for further information:
https://cobrowse.io/dashboard/settings/push (requires a hosted account with us)
https://docs.cobrowse.io/sdk-features/initiate-sessions-with-push
Integrations
JWT SSO - generate an RSA public/private key pair for JWT SSO.
Helpdesk linking - shows if your account is linked to Intercom, Zendesk, or Salesforce.
SAML config - Setup SAML authentication with your identity provider. See our technical documentation: https://docs.cobrowse.io/agent-side-integrations/authentication-saml-2.0.
Billing
Manage and upgrade your hosted self-service account licenses. Only available for hosted clients, i.e. not self-hosted. Please see the information in our billing page article.
Audit Trail
Viewing the Audit Trail of all account activity. This includes session metadata as well as account-level events, e.g. changing an account setting.