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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 [[File:Co-browse-Icon-54.png|26px]] button or when the chat is terminated. | 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 [[File:Co-browse-Icon-54.png|26px]] button or when the chat is terminated. | ||
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Co-browsing is configured for your contact center by your system administrator. | Co-browsing is configured for your contact center by your system administrator. | ||
| − | == How Co-browsing Works == | + | == How Co-browsing Works == |
During active chats, the chat window will display the Co-browsing [[File:Co-browse-Icon-54.png|26px]] button to customers. When the customer clicks the Co-browsing button, a request is sent to you, the agent, in the chat message. | During active chats, the chat window will display the Co-browsing [[File:Co-browse-Icon-54.png|26px]] button to customers. When the customer clicks the Co-browsing button, a request is sent to you, the agent, in the chat message. | ||
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[[File:Chat_CB.png|250px|thumbnail|center|Co-browsing during live chat]] | [[File:Chat_CB.png|250px|thumbnail|center|Co-browsing during live chat]] | ||
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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. | 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. | ||
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[[File:Co-browse-View-54.png|800px|thumbnail|center|The hand icon indicates an agent is viewing the customer's screen]] | [[File:Co-browse-View-54.png|800px|thumbnail|center|The hand icon indicates an agent is viewing the customer's screen]] | ||
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Co-browsing is turned off when the customer clicks the Co-browsing [[File:Co-browse-Icon-54.png|26px]] button again on the active chat window. | Co-browsing is turned off when the customer clicks the Co-browsing [[File:Co-browse-Icon-54.png|26px]] button again on the active chat window. | ||
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Latest revision as of 04:08, 29 May 2024
How to Co-browse
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
During active chats, the chat window will display the Co-browsing button to customers. When the customer clicks the Co-browsing button, a request is sent to you, the agent, in the chat message.
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.
Co-browsing is turned off when the customer clicks the Co-browsing button again on the active chat window.