How to start a PIN-based co-browse session in the Agent Workspace
Start a co-browse session with a customer using a PIN code. BoldChat users refer to co-browse as ActiveAssist.
- 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.
- The customer must be on a page for which Customer monitoring HTML has been implemented.
Co-browse browser requirements:
- Operator:
- Windows ? Chrome, Firefox, Microsoft Edge
- Mac ? Safari
- Customer:
- Windows ? Chrome, Firefox, Microsoft Edge
- Windows ? Internet Explorer 9, 10, 11 (Operator unable to click links for customer)
- Mac ? Safari (Operator unable to use back/forward buttons)
- iOS ? Safari
- Android ? Chrome
Privacy considerations: During a co-browse session, Operators can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your Operators to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.
- Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
- Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
- Reload ? Refreshes the current page being shown
- URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your Bold360 bookmark library
- Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
- Stop ? Ends the current co-browse session, but chat remains active