FAQ: How Does a Customer Initiate Co-browsing?

Prerequisites

The agent and customer are in a session.

Context

Only the web channel supports this function.

Procedure

1. The customer clicks and then clicks Selecting a sensitive area to block some sensitive information on the page. The selected area is displayed as pixelation on the agent side. If no information needs to be blocked, skip this step.
   Figure 1 Customer's view
   

2. The customer clicks Direct sharing to initiate co-browsing. A message is displayed, indicating that the browser page will be shared, and the customer clicks Confirm to share the page.
3. A dialog box is displayed on the agent side, asking the agent whether to accept the co-browsing invitation. The agent clicks OK to accept it.
   Figure 2 Co-browsing invitation dialog box on the agent side
   

4. The Co-browsing tab page is displayed on the agent side to display the page shared by the customer. The agent can also apply for the operation permission.
   Note: When the customer page is displayed on the Co-browsing tab page on the agent side, some sensitive information on the customer page is shielded based on the sensitive area selected by the customer or on the co-browsing rules configured by a tenant administrator.

   Figure 3 Agent's view