It can be difficult to understand the issues encountered by your website visitors and their explanations may not be clear enough to provide them with your help. Being able to see their screen and perform actions on it to help them may be necessary. This is why we integrated Upscope into Conversations to allow you to see your visitors screen and take control of it, or even start a call if necessary any time during your conversation and make customer support easier.
Before you start
- Login or create an Upscope account.
- Set up your Upscope settings to create teams, add members, choose if you want to ask your visitors consent or not, which actions can be taken by your agents on visitors' screens, and more. To learn more, check Upscope Help Center.
- Copy the Upscope installation code from their < > Installation instructions page.
⚙️ Step 1: Install Upscope to your website
- Access your Shopify store account and go to Online Store > Themes.
- Click Customize.
- At the top-left of your screen, click ··· > Edit code.
- Under Layout, click the theme.liquid code. Search for the <head> tag and paste the Upscope installation code that you can retrieve on Upscope's < > Installation instructions page.
- Click Save at the top-right of your screen. Ensure your store is published.
- Install the WP Code - Insert Headers and Footers + Custom Code Snippets plugin to your WordPress or WooCommerce website:
- Log into your WordPress or WooCommerce website and go to Plugins > Add new from the left side bar.
- Enter WP code in the search bar.
- Click Install now next to WP Code - Insert Headers and Footers + Custom Code Snippets.
- Once the plugin is installed, click Code Snippets > Header & Footer from the left side bar.
- In the Header section, paste the Upscope installation code that you can retrieve on Upscope's < > Installation instructions page.
- Access your Google Tag Manager account.
- Click Tags > New.
- Name your tag and click Tag Configuration. Choose or search for Custom HTML in the list of tag types.
- In the HTML field, paste the Upscope installation code that you can retrieve on Upscope's < > Installation instructions page.
- Optional: Configure Advanced settings for your tag if needed.
- Click Triggering and choose All Pages.
- Click Save.
- Now that your tag is created, click Submit to activate it.
- Give a Version Name and Version Description to your tag and Publish the tag to install the Upscope integration.
Access your website's HTML code and paste the Upscope installation code that you can retrieve on Upscope's < > Installation instructions page. We recommend pasting the code right before or inside the <head> tag to install the integration on your entire website.
Congratulations! 🚀 Your Upscope integration is installed on your website. You can now access Conversations and use it ⬇️.
👀 Step 2: Start screen sharing with Upscope in Conversations
You can start seeing your visitors' screen only after they start a conversation with you. While discussing with your website visitors, you can access their screen anytime to help them and troubleshoot incidents.
From the right panel of your conversation, under Share screen & co-browse, click the Start a session button:
Once you started the session, you can perform different actions thanks to the toolbar at the bottom of your page:
| Tool | Action |
| Choose your highlight color. You can either choose between: yellow, green, purple, black, or red. | |
| Highlight a part of your visitors screen and show them directions. It can be useful if they have to perform multiple actions in a row. | |
| Navigate through your visitors screen. You can click refresh the page, click on buttons, scroll, or even navigate through the different pages of your website as if you were on them. | |
| Spotlight a part of your visitors screen. It can be helpful to show them where to click when they cannot find a button for example. | |
| Click this button to start an audio call with your visitors if they need verbal directions. | |
| Click this button when you are done helping your visitors and end the screensharing session. |
⏭️ What's next?
🤔 Have a question?
If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.
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