Cobrowsing allows you to see and interact with your customer’s web screen in real-time.
Agent Side during Cobrowse session
1. You can initiate the Cobrowsing session after a chat is started on the website; the session can only be initiated by the agent. However, the visitor will need to accept the request to begin the Cobrowse session.
Below you can see how an agent sends a Cobrowsing request to the client in an active chat :
2. Once the Cobrowse is initiated by the agent by clicking “Request user Cobrowse,” the user/visitor will get a pop-up notification to allow the Agent to Cobrowse their webpage. Please ask your visitor to click “Ok.”
3. Once the user accepts Cobrowse request, the user’s screen will get a yellow outline depicting that co-browse is active and their screen will be cast on the agent screen as well.
Visitor’s side during Cobrowse session
Visitors can use tools given in the address bar to highlight distinct parts of your site and help Agents quickly see what the user is experiencing.
The agent will only be able to see the current webpage of the Visitor/Customer. The agent can use various marking tools in the co-browsing session and can surf through different websites with the address bar as shown below.
Visitors will also be able to see what the agent highlight’s during the Cobrowse session in real-time. The agent view will look like the below screenshot:
^The Visitor view will look like the above screenshot.
To better understand how this works, click this link.