This page explains how to use co-browse, which enables screen sharing with an end-user (consumer). Optionally, it enables remote control of the end-user's device. You can initiate a co-browse session during an active web or mobile chat session using the SmartActions menu in the agent adapter.
Co-browse modes
Co-browse has three modes, with each mode giving you a different level of control over the end-user's device. Each time you initiate a different co-browse mode, a message is sent to the end-user that describes the requested level of access and gives them the opportunity to approve or deny access.
Here are the three co-browse modes:
Screen share mode. You can view, but not control, the end-user's screen.
Remote control mode. You can view and control the end-user's screen.
Full device mode. You can view the end-user's active screen. If the end-user moves to another screen, your view changes to that screen. You can't control the end-user's screens.
Screen share mode
With screen share mode, you can view, but not control, the end-user's screen. Every co-browse session starts in screen share mode. In screen share mode, behavior varies slightly depending on whether you're using the web channel or the mobile channel. The following list explains the difference:
Web channel. With screen share mode using the web channel, you can see the end-user's active browser tab.
Mobile channel. With screen share mode using the mobile channel, you can see the end-user's active screen within the app. If the end-user minimizes the app, their screen isn't visible to you until they reopen the app.
To initiate a co-browse session during an active chat session, do the following:
In the agent adapter, click SmartActions > Request co-browse. A message is sent to the end-user requesting consent to share their screen. If the end-user clicks Allow, you receive a notification with a View button.
Click View to start the co-browse session.
Optional: Click the laser pointer icon to point on the end-user's screen.
Optional: Click Pencil to draw on the end-user's screen.
Optional: Click Trash to erase your drawings.
Remote control mode
With remote control mode, you can view and control the end-user's screen. You need to have an active co-browse session before you can enter remote control mode. In remote control mode, behavior varies slightly depending on whether you're using the web channel or the mobile channel. The following list explains the difference:
Web channel. With remote control mode using the web channel, you can control mouse and keyboard actions on the end-user's active browser tab.
Mobile channel. With remote control mode using the mobile channel, you can control mouse and keyboard actions on the end-user's active screen within the app. If the end-user minimizes the app, their screen isn't visible to you until they reopen the app.
To enter remote control mode from screen share mode, follow these steps:
Start with an active co-browse session in screen share mode. For information about initiating a co-browse session, see Screen share mode.
In the agent adapter, click Remote control. A message is sent to the end-user requesting consent for the agent to take control of their screen. If the end-user clicks Allow, the co-browse session enters remote control mode.
Full device mode
With full device mode, you can view the end-user's active screen. If the end-user moves to another screen, your view changes to that screen. You can't control the end-user's screens. In full device mode, behavior varies slightly depending on whether you're using the web channel or the mobile channel. The following list explains the difference:
Web channel. With full device mode using the web channel, you can see whichever browser tab that the end-user makes active.
Mobile channel. With full device mode using the mobile channel, you can see the end-user's active screen within the app. If the end-user minimizes the app, their screen remains visible.
To enter full device mode from screen share mode or remote control mode, follow these steps:
Start with an active co-browse session. The active session can be in either screen share mode or remote control mode.
In the agent adapter, click the Full device toggle to the on position. A message is sent to the end-user requesting consent to share their full screen with the agent. If the end-user clicks Allow, the co-browse session enters full device mode. If you were previously in remote control mode, remote control is automatically disabled.