Master Page

Cobrowsing Tagged Web Pages

Company-owned and "tagged" web pages are pages that the company has tagged for cobrowse use. These pages exist and are maintained within the company's domain.

These tagged pages allow you to start a cobrowse session when you are already chatting with a customer and the customer needs assistance navigating through web pages or filling some forms, etc.

A cobrowse session can be started with chat only if a default customer page is specified for the entry point from which the chat is being serviced.

You can initiate a cobrowse session when you are already chatting with a customer and the customer needs assistance navigating through web pages, filling out forms, etc. There are several sections of the Advisor Desktop that allow you to initiate the cobrowse session:

  • Page Push window

  • Visitor History pane

You can also initiate a cobrowse session using the Start Cobrowse option in More options dropdown of the Chat pane. This option is only visile for handling docked chat activities.

To start a cobrowse session from the Page Push window:

  1. While interacting with a customer through Chat, Video Chat, or Conference click the Page Push button of the Chat pane.

  2. Type in the URL and press Enter.

  3. Click the Cobrowse button. A link Join Cobrowse Session is automatically sent to the customer. The Advisor Desktop refreshes and displays the page sent in the Cobrowse pane, but it loads only after the customer clicks the Join Cobrowse Session link.

  4. Once the customer joins the session, you can cobrowse with the customer. You can also start a cobrowse session from the Visitor History visitor history pane pane.

  5. At the end of the session click the Stop the Cobrowse session button. Similarly, if the customer clicks the Stop the Cobrowse session button on his side, the Cobrowse pane resets to its default view.

To start a cobrowse session from the Visitor History Pane:

  1. While interacting with a customer through Chat, Video Chat, or Conference, go to the Visitor History visitor history pane pane.

  2. In the Pages Visited tab, click the Start Cobrowse button. A link Join Cobrowse Session is automatically sent to the customer. The Advisor Desktop refreshes and displays the page sent in the Cobrowse pane, but it loads only after the customer clicks the Join Cobrowse Session link.

  3. Once the customer joins the session, you can cobrowse with the customer..

  4. At the end of the session click the Stop the Cobrowse session stop cobrowse session button. Similarly, if the customer clicks the Stop the Cobrowse session button on his side, the Cobrowse pane resets to its default view.

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