Learn what co-browsing is and how it works in Live Assist for Dynamics 365.
Table of Contents
- What is co-browsing?
- Is co-browsing the same as screen sharing?
- What makes co-browsing with Live Assist for Dynamics 365 superior to other solutions?
- What does a co-browsing session look like?
- Is the co-browse feature limited to the page where the chat is taking place?
- Does the co-browse feature allow an agent to manipulate a consumer's device remotely?
- Can an agent push a document to a customer during a co-browse session?
- Is it possible to co-browse with someone who called an agent by phone?
- Is it possible to record the history of co-browsing and document push?
- See also
What is co-browsing?
With co-browsing, consumers can share their screen with agents. By seeing the user’s screen, agents can personally see the problem at hand and provide guidance. This powerful feature can help your agents resolve user problems more quickly.
Is co-browsing the same as screen sharing?
Co-browse goes far beyond simple screen sharing. With co-browse, an agent can also control the app or website of the user through a simple point and click. The remote control allows the agent to navigate menus, scroll to specific areas, or walk the consumer through a process. The agent can help the user complete forms, share files on-screen, and even highlight or mark areas of the screen. (Learn more about the differences between co-browsing and screen sharing).
When you set up your website or app for co-browse, you can choose to mask fields or regions that have sensitive information. The agents will not see this content when they view the user’s screen. (Learn more about PCI Data Masking or Masking HTML elements and stopping agent interactions during co-browse).
What makes co-browsing with Live Assist for Dynamics 365 superior to other solutions?
Unlike most co-browsing technologies, Live Assist does not share the same Document Object Model (DOM) between the user and the agent. Live Assist uses unique technologies to ensure that inconsistencies between browsers do not happen during a Live Assist session.
Mobile DOM-based screen sharing does not normally work effectively with native apps. But with Live Assist, on the other hand, it does work well! The agents can have a view consistent with the end-user experience across mobile devices and browsers.
What Does a Co-browsing Session Look Like?
Is the co-browse feature limited to the page where the chat is taking place?
While co-browsing, the agent and the consumer can navigate to any tagged page on the web site. The tag maintains the continuity of the session on the consumer's side. It also limits what the agent can see, from a security point of view.
Does the co-browse feature allow an agent to manipulate a consumer's device remotely?
Live Assist co-browse only shares app and pages where it has been explicitly enabled. Accessing the customer’s device beyond this limited level of access is not possible with Live Assist.
Can an agent push a document to a customer during a co-browse session?
An agent can push a document to the consumer. It can then be viewed by both consumer and agent in the co-browse session.
Is it possible to co-browse with someone who called an agent by phone?
Yes. The Shortcode Co-browse feature makes it possible to co-browse with a consumer that is speaking with agent by phone.
Is it possible to record the history of co-browsing and document push?
The co-browsing history and document push history are currently not recorded. It is possible this may change with a future release.