Take control of a customer's computer from a standard chat session.

1. Activate a chat.
2. Click the Remote Access button to switch to remote access.

   

3. Guide your customer through these steps:
   1. Ask them to grant permissions and download the applet (the download should take no more than 15 seconds)
   2. Once the download is complete, ask the customer to click Run to execute the applet

   Result: You can now view the customer's computer.
   

4. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
5. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

1. On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).

   Result: A PIN is generated and displayed on the Remote Control page.

2. Guide your customer through these steps:
   1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
   2. Ask them to enter the PIN that you see on the Remote Control page.
   3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
   4. Once the download is complete, ask the customer to click Run to execute the applet.

   Result: You can now view the customer's computer.
   

3. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
4. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

ActiveAssist Browser Share allows operators to interactively and jointly browse (cobrowse) with visitors on websites that have visitor monitoring HTML installed.

With ActiveAssist, the operator can see and interact with the page the visitor is currently viewing. The operator can also highlight elements on a webpage that are shown to both the operator and visitor.

1. Start a chat session with the website visitor.
2. During a chat session, look for the toolbar above the active chat area and click Active Assist with this chat (two connected computers) and select the Browser Share option.
   Important: The visitor must be on a page for which Visitor monitoring HTML has been implemented. You may need to refresh the page or direct the visitor to a page that allows Browser Share.

   Result: The operator is shown the following message: Waiting for the visitor to accept the ActiveAssist invitation?.
   The visitor is prompted to allow the cobrowse session.

3. The visitor must click Yes.

   Result: The ActiveAssist co-browsing session begins.

Operator options during ActiveAssist Browser Share:

• URL field ? Send the visitor a URL that opens in their default browser.
• Back arrow ? Takes the visitor's browser to the previously visited URL (like a standard browser Back button).
• Forward arrow ? Takes the visitor's browser to the next URL in the history of visited URL.
• Reload ? Refreshes the current page being shown in the operators view window.
• Bookmarks ? Select predefined URLs from the bookmark library.
• End session ? End the current Browser Share session.
• Highlight tool ? Operator can use this to point out elements on a page.

Related Articles

• How to view and control a customer's computer with LogMeIn Rescue

How to set up ActiveAssist browser share

How to set up ActiveAssist browser share

With BoldChat ActiveAssist, operators can view the exact web page a visitor is seeing and provide assistance by highlighting items or filling out forms on a visitor's behalf.

Once a visitor has engaged in a live communication, operators with proper permission can initiate an ActiveAssist session. The visitor is prompted to grant permission to the operator. Once permission is granted, the co-browsing session begins.

Requirements and permissions

Your website pages must use Visitor Monitoring HTML.

ActiveAssist can be used on both secure and non-secure pages with customers using a recent version of any modern browser (for example, Chrome, Firefox, IE11+, and other leading browsers).

ActiveAssist is only supported on Windows computers.

Operators must be in a permission group that is allowed to use ActiveAssist.

View-only co-browse sessions

You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent operators from acting on behalf of the visitor during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="viewonly" to any of the mentioned HTML elements.

Example: <input type="text" cobrowse="viewonly" name="creditCardAccountNumber" value=""/>

This way, operators can see what visitors are doing but cannot interact with view-only user interface elements. Operators can still highlight a these interface elements to draw visitors' attention.

Privacy ? Masking sensitive fields

Mask fields to prevent operators from seeing sensitive info during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="false" to any text field that you want to prevent operators from seeing.

Example: <input type="text" cobrowse="false" name="creditCardAccountNumber" value=""/>

Privacy ? Masking sensitive sections

Mask sections (<div>) to prevent operators from seeing sensitive information during a co-browse session. To do this, go to your site's HTML code and add the property ignore="true" to any element you want to prevent operators from seeing.

Example: <div ignore="true">Security Access Key: A7fDFUJkjleoiuxcv7df==</div>

Tip: If the page layout depends on an element you want to mask, first encase the sensitive element inside another element that will not impact the page layout if ignored.

Mobile

When a visitor is using a mobile device, the operator can view the page with the same dimensions as the visitor.

How ActiveAssist works ? A brief technical description

BoldChat actively monitors the content of the visited page and sends changes to the operator. BoldChat only looks at page content as an HTML document. The document and display size tracking generally gives the operator a very similar rendering of the page as what the visitor sees. The actual view of the page can vary between mobile/desktop devices and based on display/font/size settings in the browser and the dimension/resolution of the screen. All page functionality will be present for the operator and the visitor, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the operator might be positioned off the screen for the visitor.

Security

The visitor's page contents and actions are sent to the servers exclusively over SSL (even if the page is unsecure.)

How to start a PIN-based remote access session

How to start a PIN-based remote access session

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important:

• PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
• You can have one active remote access session at a time.

Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

• Windows 8.1 or above
• OS X 10.9 or above

1. On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).

   Result: A PIN is generated and displayed on the Remote Control page.

2. Guide your customer through these steps:
   1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
   2. Ask them to enter the PIN that you see on the Remote Control page.
   3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
   4. Once the download is complete, ask the customer to click Run to execute the applet.

   Result: You can now view the customer's computer.
   

3. To control the computer, click Full screen to Remote Control.

   Result: Once in full screen mode, you can immediately control the computer.

   Note: Chat is available during remote control.
4. Options during remote control:

   Option	Description
   Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
   Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
   Return to remote viewing	Press Esc.
   End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

   Restriction: During remote access, Transfer is unavailable.

Related Articles

• How to start remote access from a standard chat
• How to start a PIN-based co-browse session

Set up your PIN entry page for remote control or co-browse

Set up your PIN entry page for remote control or co-browse

You can customize the Bold360 PIN invitation experience to match your company's branding and standards. An integrated PIN entry form behaves identical to pin.bold360.com, meaning your customers use it to contact an agent and enter the PIN that launches a remote access session.

Important: An agent can create a PIN based session even when they have reached their chat limits or have set their status to unavailable. PIN sessions go directly to remote control once the customer has granted permission and downloaded the applet.

Note: PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.

1. In the Web Admin Center, go to Customers > PIN Invitation.

   Result: The PIN Invitation page is displayed.

2. Select Enable PIN invitation.
3. The following options allow you to customize your implementation of this feature.

   Option	Description
   Website	Associate the PIN invitation with a website.
   Chat Window	Select the Chat Window you want customers to see upon connection.
   Timeout	Set the length of validity for the PIN code. Figure 1. PIN timeout, as seen by agent

4. Copy the generated HTML and send it to your web developer for implementation on your site.
5. Save your changes.

Related Articles

• Set up a chat invitation
• Invite customers to chat according to rules (Invitation Rule Sets)
• Invite customers to chat after a short delay (Instant Chat Invite)
• Invite customers to chat after missing them (Chat Recovery)
• Set up conversion tracking