LiveChat Cobrowse
Introduction
Enhance your ability to support your customers by using our LiveChat Cobrowse features. Have you ever wanted to actually see what was happening on a customer's screen when they are trying describe a problem? Or have you ever wanted to be able to walk them through step by step on what to do, perhaps even doing it for them on their own browser? The Cobrowse feature within LiveChat now gives you those options and more.
Cobrowse allows you to:
- Request a secure co-browsing session with the user you are in a live chat with
- See their screen as they navigate on their browser tab
- Or the user can give you control over their browser so you can act on their behalf
- Speak back and forth with the user
- Optionally engage in a video chat with the user
- Highlight and annotate items on the screen to make collaboration easier
Requesting a Co-Browsing Session
The first step is to be actively engaged in a live chat with a user. While in the chat, if the Cobrowse feature is turned on, you will see a new Cobrowse icon in the top left of your chat. Click that to send a request to cobrowse with the user.
The request will look like this to the user on the other end of the live chat. The user will have the ability to accept or deny the request.
As an agent, if the user accepts your request, you will see this in your chat panel and the Cobrowse session should pop up automatically. NOTE: Some browsers will block the pop up automatically so you may need to click on the link to launch the session.
Actions in a Cobrowse Session
While in a Cobrowse session, there are a number of actions you can take with the user to collaborate and engage. As an agent, you start out as the participant and not the host. The user is the host of the cobrowse session. That means the user has full control over the browser screen being shared.
Participants can annotate, highlight, and view the host's screen. They can also request to control the screen, request a video chat, or end the session.
Hosts can interact with the browser screen just as if it was loaded on their own computer. They can also grant control of the browser screen, edit the page, request a video chat, and end the session.
Within a cobrowse session, the host can also open additional browser tabs to interact with. At the top of the co-browsing screen, there is a plus sign next to the browser tabs that would allow you to open a new tab.
Once you and the user have successfully collaborated, either of you can end the session at any time by clicking the End Session button in the top left of the page.