Using the Co-Browse feature

Last Updated : Jul 17, 2018 |
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With the Co-Browsing feature, the agent and customer can browse the same webpage simultaneously. This feature is available for chat and voice interactions, provided the customer has enabled Co-Browse on the web page and had obtained the session key.
  1. When you have an active chat interaction, in the navigation pane, click the Co-Browse icon.
    ADDITIONAL INFORMATION:
    The system displays the Co-Browse widget.
  2. Click one of the following to start a Co-Browse session with the customer:
    • Co-Browse URL: Navigates to the URL.
    • generate co-browse key: Activates the Co-Browse session on the existing web page.
      Voice channel displays only the generate co-browse key option.
    ADDITIONAL INFORMATION:
    The customer gets a message indicating that a Co-Browse session is in progress with options to Pause or Stop the session.
    You can now see the customer’s screen and assist with the customer’s query.
  3. To request control of the Co-Browse session, click the Request control icon.
    ADDITIONAL INFORMATION:
    The customer gets a message to indicate that you requested control of the customer’s web page. The customer gets options to Grant or Deny permission to access the customer’s web page.
    If the customer grants control, you can enter data in the customer’s web page. During this time, customer gets an option to Revoke permissions if required. If the customer denies or revokes permissions for controlling the web page, you cannot control the customer’s web page.
  4. To release control of the Co-Browse session, click the Release control icon.
  5. To end the Co-Browse session, click the Close icon.
    ADDITIONAL INFORMATION:
    The customer gets a message indicating that the agent closed the Co-Browse session.