How do I use Co-browsing in Comm100 live chat?

June 5th, 2018 | Setup & Getting Started

Co-browsing allows you to view and interact with your visitor’s web browser in real time. You can instantly see and assist visitors effectively in both sales and support, which can be especially helpful in complex or technical scenarios.

Co-browsing is an add-on feature with an extra cost. Please contact our sales team or Chat with our online agents to find out more.

Step by Step instructions

  1. Log into your Comm100 account.
  2. Click Settings from the Live Chat module.
    Live Chat Settings
  3. Go to Cobrowsing menu and Enable it.
    Live Chat cobrowsing

    If you would want to Customize notes and messages on the visitor screen click Advanced Select the Campaign and edit message for that campaign. If you don’t want your agents to view sensitive information on the visitor’s web screen, please contact us and we can help you mask the data.

    Live Chat cobrowsing
  4. Click Save Changes. Now you have enabled the Co-browsing feature in your account. Before you start co-browsing sessions, please also note:
    • No additional installations or downloads are required after co-browsing is enabled in your account. The co-browsing related code will be active on web pages where the Live Chat code is implemented.
    • Agents can only request co-browsing through the Embedded Chat Window.
    • Co-browsing works only on HTTPS secure pages.

Start a Co-browsing Session with Your Visitor

To start a co-browsing session, first log into your Agent Console. In each chat session you can find an additional icon in the messaging toolbar to initiate co-browsing.

Live Chat cobrowsing

After your agent clicks on the co-browsing button, a new window pops up on the agent side, waiting for your visitor to accept the request.

Live Chat cobrowsing

On the visitor side, a side window opens for the co-browsing request. The visitor can accept the request or refuse it in one click.

Live Chat cobrowsing

After the visitor accepts the request, the agent can instantly view the visitors’ web screen. Whenever an agent is clicking on the web page, a colored frame outlines the page element and will be displayed on both the agent and visitor side as an indicator of what the agent can see.

The agent can simply close the browser window to end the co-browsing session.

Live Chat cobrowsing

On visitor side, the whole page is outlined in yellow when it is being shared. When the visitor is browsing through different web pages of the same domain, the agent’s co-browsing window gets synced at the same time.

Visitors can stop the sharing any time by clicking the Stop Showing button at the top of the window.

Live Chat cobrowsing

Visitor can accept co-browsing request even on mobile browsers.

Live Chat cobrowsing

Remote Control

When viewing a visitor’s web page, agents can click the Request Remote Control in the drop-down menu at the top right corner of the co-browsing window to send a remote control request.

Live Chat cobrowsing

The visitor receives a pop-up notice to ask if they Allow the agent to take control.

Live Chat cobrowsing

After the Remote Control Session is accepted, the visitor’s browser screen is outlined in red, and the agent can now operate the screen remotely.

Live Chat cobrowsing

View Co-browsing Report

To check how many Co-browsing requests you’ve had, number of co-browsing sessions, or how long co-browsing sessions are across a certain time range, you can check the co-browsing Report. You can view co-browsing reports in Report > Co-browsing under the Live Chat module.

Live Chat cobrowsing

Getting started with our co-browsing feature to start guiding your visitors and customers in real-time! Let us know if you have any further questions.