Live Assist focuses on the app and pages where the agent needs to have access, and that have been enabled for co-browsing by tagging them. Accessing the customer’s device beyond this limited level of access is not possible with Live Assist. Most customers do not want to risk providing an extended access to agents and the liability that would come with it.
To access any information outside the co-browse window, additional software would need to be downloaded onto the customer's machine. Most customers are reluctant to download additional plugins or other software for customer service help activities.
CaféX provides secure data transfer for circumstances where sensitive data is not masked, such as helping a customer fill out social security number or bank account information.