Cobrowsing a Web Page

Cobrowsing (short for collaborative browsing) enables you to view a web page simultaneously with a visitor, thus enabling you to provide real-time assistance. If the visitor has queries in filling out a form, you can provide help by requesting the visitor to cobrowse the page. Also, you can initiate a cobrowsing session with a visitor.

The cobrowsing feature works in the Cobrowse tab in the Chat and Phone workspaces.

While you can interact with multiple visitors simultaneously in the Chat and Phone workspaces, you can cobrowse only with one visitor at a time.

To Initiate a Cobrowsing Session

1.  In the Cobrowse tab, click and then click Co-Browse. A cobrowse session ID is generated.

2.  Share the generated ID with the visitor.

The visitor’s web page is shared in the Cobrowse tab when the visitor types the ID.

3.  Cobrowse the page with the visitor.

4.  After the session is complete, click the End button to end the cobrowsing session.

To Accept a Cobrowsing Request

When a chat or phone session is in progress, the visitor can initiate a cobrowse request. In this scenario, accept the visitor’s session ID and type it in the field after clicking in the Cobrowse tab. Then click Co-Browse. The visitor’s page will be shared in the Cobrowse tab.

Note 

•   When you transfer a chat session that is being cobrowsed, your cobrowsing session ends. The user to whom the session is transferred can continue the session after typing the same session's ID.

•   A user can also invite other users or a supervisor to join a cobrowsed chat session. In this scenario, when the recipient joins the session after typing its ID, the page is displayed to the recipient in read-only mode.