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Navigation path: Live View > Tab: Co-Browsing

Purpose

Co-Browsing allows you to see what your customer sees, therefore provides you with visual context. Co-Browsing can be started with just a click (no downloads or installations) and is available for websites, web apps, and mobile apps.

Feature description

Overview of live sessions

In Live View you find yourself an overview of all currently active sessions on your website. With every session, some additional information is displayed:

  • Status
  • The status (the most left column) is orange, when the visitor is currently active on your website and blue, when the visitor has your website opened as a tab or in another browser window, but is currently doing something else than actively browsing your site.
  • Session Id
  • The Session Id is the unique number to identify a user among all your current website visitors.
  • Current Path
  • Shows where the user is currently on your page.
  • Browser/Device
  • Shows the browser the user is using.
  • OS
  • Shows the operating system the user is using.
  • Location
  • Shows the location of the user.
  • Labels
  • Through Labels, additional information is displayed. For example, the user's user name within your web application.

Start Co-Browsing with a customer

To start Co-Browsing with a customer, the customer first needs to option to the interaction. This can be initiated with two ways:

  • Button on website
  • Co-Browsing request via Live Chat

The option process can vary depending on how your organization decided to model it. The most common though is that the customer clicks a button on your website to initiate Co-Browsing.

Customer shares Session Id, you connect through Connect by code

  1. Through for example clicking a button, customers receive their unique Session Id and acknowledge that an agent can connect
  2. Customer shares Session Id with agent
  3. Agents connect through entering Session Id into Connect by code
  4. Co-Browsing starts

Within a Co-Browsing session

After connecting to a customer, you enter the Co-Browsing session:

Top bar

URL, opened tabs On the top left, you see the URL customer is currently on your website. In case customers have opened more than one tabon your website, there will be additional tabs displayed too - the currently active one will have a green circle.

Show Mouse

Agents can make their mouse visible to the user and point to elements on the website.

Request control

Agents can access the control of the website session. This way they can navigate through the website, scroll and click buttons. To signal that control is shared, the frame of the tab will turn red on side of the customer.

Draw

Agents can draw on the customer's screen to give visual hints and highlight elements to focus on.

Disconnect Session

This ends the session completely. To join the session again, the customer needs to opt-in again.

"X"

With "X > Back", you can escape out of the Co-Browsing session to the Xaleon Console, and join the session again later.

Side bar

Browser & and Software Here you see some system properties regarding the customer

Active Users

List of agents that joined the Co-Browsing session.

Additional Information

Here your organization might add some form fields to fill out for you.

Chat

Start chatting with the customer.

Calling

Start a call with video or without, request screen sharing from the customer, or show your screen to the customer.