Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Co-Browse does not work after handover from Chat bot to the Chat



When creating a Chat interaction after handover from Chat bot, Co-Browse does not work. 

During a Co-Browse, the user can accept the session; however, the 'Waiting for customer to accept' status displays. Error occurs on clicking the 'Next' and 'Launch' buttons.

Error Messages

If you were looking for information relating to the Pega Co-Browse product, please go here
If you are looking to login to the Co-Browse admin portal, please go here

Steps to Reproduce

  1. Initiate a Chat bot conversation and a handover to the Live chat.
  2. Ask for a Co-Browse session.
  3. Accept the Co-Browse.

Root Cause

In the pegahelper.js, the serverHostUrl was missing. Hence, it defaulted to URL instead of pointing to the URL


  1. Apply HFix-51860.
  2. Regenerate

    a. Log in to the Webchatbotadmin portal using the webchatbot admin credentials.
    b. Launch the Webchatbotconfiguration portal.
    c. Click the Edit icon for the bot that is already configured. In the modal window, the Download Web Chatbot displays.
    e. Click the Download Web Chatbot to download the chatbot zip file. 
    f. Extract to view the files which include pegahelper.js.
    g. In the Chatbot User pages (the HTML page(s) where the bot conversation is started), these files already include the pegahelper.js as a ‘script’ tag with the ‘src’ pointing to the location of these files.
    h. Replace the fresh file in that location such that the user bot page loads the latest file.
    i. Clear the browser cache.
    j. Refresh or reopen the user page and start the use case.

Published April 4, 2019 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us