The Shortcode Co-browse feature gives you a way to co-browse with customers who are not engaged in a conversation. For example, you may be on a phone call with a customer. The Shortcode Co-browse feature is helpful in this situation.
Important: This feature will only work if your organization has set it up. If not, your administrator will need to follow the steps to enable it before you can use it.
How to initiate co-browse using a shortcode
If this feature is enabled in your organization, you will have a button or link for it on your website. Ask the person you are helping to go to and click on this button or link. This will open a pop-up with a code. Ask the visitor to read the code it to you.
Once you have the code, click on the shortcode co-browse button in the agent widget. Then enter the code and click Go.
A co-browse session will initiate. From this point, everything will function the same as a standard co-browse.
Example Phone Call
See the following example phone call for you can use this feature to assist visitors:
| Visitor | Agent |
|---|---|
| "I'm having trouble on the billing page." | |
| "OK, can I view your screen? Click on Co-browse and read the short code to me." | |
|
"The code is '143694'." |
|
|
(Enters shortcode that visitor reads out.) "I've found you. I can now see your screen." |
|
| "That's great. So how do I add a new credit card?" | |
| "You can click here (agent shows the visitor where to click, using the co-browse features), and do this..." |