- Agent Guide Introduction
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- Working in Agent DesktopTutorials
- Tutorials Overview
- Chat Center
- OverviewAccepting/Rejecting Chats
- How to Accept a Chat Request
- How to Reject a Chat RequestAudio/Video Chats
- How to Have an Audio Chat
- How to Have a Video ChatCanned Responses
- How to Create and Edit Canned Chat ResponsesCo-browsing
- Co-browsingCreating Cases
- How to Create a Case from a Chat SessionFlagging Chats
- How to Flag an InteractionFollow-ups
- How to Schedule a Follow-Up Activity from a Chat SessionForms
- How to Send a Secure FormMultiple Chats
- Handling Multiple Chat SessionsSending Chat Messages
- Chat Messages
- How to Send and Receive Pictures and DocumentsTerminate the Chat
- How to End a Chat SessionTransfers
- How to Transfer Your Chat Session
- Knowledge Base
- Outbound Campaigns
During a web chat, co-browsing functionality allows you to view the customer’s screen and follow the customer’s scrolling movements. Co-browsing is initiated during the chat by the customer--not the agent--and screen sharing ends when either the customer clicks Co-browsing button or when the chat is terminated.
Co-browsing is configured for your contact center by your system administrator.
How Co-browsing Works
When you click/accept the co-browsing request, the customer’s screen appears on your screen. You can follow the customer’s scrolling movements and view the customer’s screen only. A hand icon, along with the label “Viewer”, is displayed on the customer’s screen to indicate that an agent is currently viewing the screen in Co-browsing mode. Similarly, you will see a circle icon that indicates you are viewing the customer’s screen.