You can use the co-browse feature of Live Assist for Microsoft Dynamics 365 (LAD365) to see and interact with the visitor's browser.
How to start a co-browse session
- To initiate co-browse, click on the co-browse icon in the agent widget. A blank co-browse session will open in a pop-up window.
- The visitor will be asked to accept or reject the co-browse session. The visitor must click accept for the session to start.
- After the visitor has accepted, a co-browse session starts. You can now see the same web page that the visitor is seeing and will be able to interact with it. At the same time, an orange frame is displayed around the browser tab for the visitor, to show that the page is shared.
Note: If co-browse fails to load for you, please follow the steps in this troubleshooting article.
The visitor can close the session at any time using the red hang up button.
During co-browse, you will only be able to see web pages that your organization has set up for LAD365. You will not be able to see other web sites or desktop programs. The contents of some fields or parts of the web page may also be hidden from you. This protects the privacy of the visitor. You may want to assure the customer of this fact. (Learn more about these restrictions and privacy protections.)
Tip: Another way to start a co-browse session is using the shortcode co-browse.
Tools and controls available during co-browse
When you co-browse, you have the following controls:
- Interact with the remote screen
- Highlight an area (spotlight)
- Annotate the remote screen (either red pen or highlighting)
- Clear annotations
- Share file (this displays the file to the customer, but does not allow download)
- End the co-browse session
- Scroll the web page