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Cobrowsing Web Pages With Customers

Once you join a cobrowse session, you can navigate through the website with the customer. Cobrowsing is rather intuitive and straight-forward, but there are some important notes to remember:

  • Cobrowsing through a series of pages is almost exactly the same as navigating through the websites normally. To cobrowse a website with a customer, simply navigate through the pages like you normally would.

  • Either participant can lead the session, navigate to new pages, open web forms, etc.

  • All actions performed in your browser are reflected in the customer’s browser. Similarly, all the actions performed in the customer browser are reflected in yours.

  • Since you and the customer see the same information, you can help a customer to fill out a form. Type the text directly into the field and, as you type, the customer will be able to see the information. Similarly, the customer can fill in the fields and you can see the information. Pull-down menu, radio button, and check-box selections are also shared in the same manner.

  • There might be certain fields and actions on the web page that might be available only to the customer; some of the information in form fields typed by customers will not be visible to agents to maintain the customer’s personal security. This is controlled by the rules configured by the administrator.

  • Depending on the configuration, you may be able to submit forms on behalf of the customer. When you click the button that submits a form, a message is displayed in the customer's browser asking for confirmation. When the customer approves the submission, the system submits the form.

  • If your view of the customer’s screen is obscured or cut off, it may be because the Match agent view to customer view setting in Cobrowse Configuration is not enabled . Contact your administrator if this occurs, as they may need to verify that the Cobrowse configurations are set properly. For more information about these configuration settings, see eGain Administrator's Guide to Chat & Messaging.

  • Viewable objects that both the customer and agent can see are restricted to HTML objects, CSS, and image objects. The following objects are not viewable through Cobrowse:

    • Flash objects

    • Java Applets

    • Video

    • Silverlight objects

    • PDF documents

  • In some instances, the agent’s browser opens with the page that the customer is currently on, which may contain data that the customer has entered and should be retained.

Information in certain fields may be masked or presented as read-only text because of the way in which your system is configured. Contact your administrator for details.

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