Preconditions

SYSTEM ADMIN 

  • Co-browsing functionality must be activated by an Administrator on the System Settings page.
  • This feature needs to be activated per Agent. Refer to the Co-Browsing Prerequirements for details.
  • Sites and related Domains need to defined so RTC Launcher allows Co-Browsing content to be shown to Agents.

Good to know:

(lightbulb) Only a calling Customer can request a co-browsing session. In this context the steps below describe actions between Customer and Agent.

During an ongoing call or chat:

  1. The Customer clicks the "Co-browsing" button
    →     The Agent is now able to see the current web page (where the RTC Contact Template was placed as the user initiated the conversation)

  2. The Agent is now able to help the Customer to browse on this web Sites. 
    (lightbulb) An Agent is not able to see anything except of the domains defined on the Sites - no other opened in browser tabs, no desktop, etc.

  3. During the ongoing session:
    1. The Chat and Co-Browsing session open in a separate window
    2. The Customer has additional controls as described in the Co-Browsing View chapter below.
    3. The Customer and Agent can continue chatting during co-browsing
  4. Once done, the Customer can end the Co-Browsing via the "Stop" button. 
    → The "Stop" button will change back to "Start" again. The Customer can start the Co-browsing session again if needed.

After Customer clicks the "Stop Co-browsing" button, the co-browsing session will be terminated.

Agent View 

Once Co-Browsing has been initiated by the Customer the handling Agent sees the Customer's web page in his SfB conversation context.

With each Co-browsing session Agent will receive the Co-Browsing session URL to share it with other agents. Other options available in context are:

  • See the number of users in session
  • Share a document;
  • End the co-browsing session and continue chat with Customer.


Agent-side Co-Browsing session view in SfB conversation context window

Customer View 

During Co-Browsing session Customer shares one particular page for the Agent. During this session the Customer has the following context and controls available: 

Actions (from top to bottom)

  • See the number of users in session
  • Add more users to session
  • Navigate to a new URL
  • Switch control over the currently viewed site
  • Share a document
  • End the co-browsing session and continue chat with Agent