Surfly is introducing Screenshots with WebRTC.
This method is ideal for inbound flows and the screenshots are taken from the agent-side. If multiple agents join, the screenshots will be taken from the window of the agent that joins first.
Note: Agents are required to use Google Chrome.
How to set up
Screenshots are saved in your company's AWS S3 bucket. Connect your AWS S3 account by providing your credentials in
S3_access_secretin Settings > Company Options.
Add a bucket name for storing screenshots in
s3_screenshots_bucketin Settings > Session Functionality.
Choose the screenshots' triggers by enabling
trigger_screenshot_on_annotationin Settings > Session Functionality.
use_webrtc_for_screenshotsin Settings > Session Functionality.
Note: When using this screenshots mode, default screenshots via REST API are unavailable.
How to use
Make sure you are using Google Chrome.
As an Agent joining an inbound session, you will see a modal that alerts you about the Screenshots mode. Click "Start".
A pop-up appears and allows you to select a source for your screenshots. In WebRTC mode, the tab that you select is the tab from which the screenshots will be made.
Navigate to the "Chrome Tab" section.
Select the session tab. It is conveniently highlighted with
>>> Select THIS TAB to proceed <<<.
Note: This WebRTC stream is not being sent anywhere - it stays in the browser of the sharer.
In WebRTC mode, as an Agent you are required to keep sharing your tab in order to participate in the session. This is in line with more robust compliance regulations.
Where to find the screenshots
All screenshots are saved in the s3 bucket that you have connected to Surfly.
Screenshots of one session are saved in the same folder that is named after the session ID, with Annotation screenshots saved in a sub-folder called “annotations”.
The file names contain session_id and timestamp.
You manage your s3 bucket settings yourself, including the file preservation time and the size of the bucket.
Be aware that too many screenshot files can result in problems with available bucket space.