Co-browsing allows you to view and access your visitor’s web browser in real-time. You can instantly see and control the visitor’s screen and resolve their queries effectively. Co-browsing facilitates faster resolution in complex or technical scenarios.
This article covers the following sections:
- Enable Co-browsing
- Start a Co-browsing session with your visitor
- Request Remote Control
- View Co-browsing Report
To enable Co-browsing, follow these steps:
- Log in to your Comm100 account.
- From the top navigation bar, go to Live Chat.
- From the left navigation menu, go to Settings > Co-browsing.
- Turn the Enable toggle key to YES.
- Click Save Changes.
To start a Co-browsing session, follow these steps:
- Log in to your Agent Console.
- Click the Co-browsing button in the Replying area of the Conversation pane.
A pop-up appears on your side, waiting for your visitor to accept the request.
On the visitor side, a side window opens for the Co-browsing request. The visitor can accept or refuse the request.
Visitors can also accept co-browsing requests on mobile browsers.
After the visitor accepts the request, you can view the visitors’ web screen.
Whenever you click on the web page, a colored frame outlines the page element and display on both your and visitor side as an indicator of what you can see.
- On the visitor side, the whole page is outlined in a yellow frame when it is being shared.
When the visitor is browsing through different web pages on your website, your Co-browsing window gets synced at the same time.
Visitors can stop sharing any time by clicking the Stop Showing button at the top of the window.
When viewing a visitor's web page, you can send a remote control request of the Co-browsing window. From the top right corner of the Co-browsing window, you can select the Request Remote Control from the drop-down list.
After that, a pop-up will appear on the visitor side.
After the visitor accepts the remote control session, the browser screen outlines in a red frame. You can now operate on the screen remotely.
To check the number of Co-browsing requests you have had, the number of Co-browsing sessions, or how long the Co-browsing sessions are across a certain time range, you can use the Co-browsing Report.
You can view co-browsing reports in Reporting > Co-browsing under the Live Chat.