Please note that co-browse only works if:
1) The URL you've set on your project page is correct, and
2) You have implemented the coview code snippet on every page you want to enable co-browsing.
If you want to do a co-browse session with a new customer you have to start a new conversation first.
Enter the email address of the customer and click "start conversation".
Then send a request to the customer. The customer will receive an email with a link that will lead him directly to the page concerned.
If you want to start a co-browse session from a live chat the request you've sent will appear in the chat widget on your customer's screen.
Your customer gets a signal that he is now connected to you. He can end the session at any time.