A customer can start a co-browsing session to request assistance from an agent. For the agent to join the session, the customer must share the system-generated session key, an eight-digit number with a space after four digits. For example, 1234 5678.
A customer-initiated co-browsing session is a one-step process. After sharing the session key, the customer automatically becomes a part of the session. Moreover, the session remains active even if the customer does not share the session key with the agent.
To get assistance during a session, the customer can give control of the co-browse-enabled webpage to the agent. By default, the agent has view-only permissions for the webpage. However, the agent can request control of active co-browse sessions from the customer. The agent gets restricted access to the webpage despite getting the control. The customer can revoke the control from the agent, or the agent can release the control at any time.
A session initiator can change the language setting of the session at the beginning of the session from a list with the available values. The webpage does not display all the values in the list to the joining party. Also, the joining party cannot override this setting during an ongoing session. If the initiator does not change the setting, the default setting from System Manager will automatically be selected.
