Active Customers

this section lists all leads assigned to the agent as soon as a customer clicks the "connect" button in the ‘request for support’ or ‘contact us’ modal, a lead is created and assigned to an available agent the agent must connect with the assigned lead to provide assistance using the available cobrowsing features agent actions and features connect with assigned lead agents can initiate a cobrowse session with assigned customers assist customers help customers choose the right options according to their needs send files agents can share images and pdf documents during sessions invite agents if an agent is unable to resolve the issue, they can invite other available agents to join the session for collaboration session end both agent and customer can end the session by providing remarks cobrowsing features available to agents screen capture & view screenshot capture and view snapshots during sessions invite agent invite other agents to join an ongoing session chat real time chat with customers share predefined documents easy sharing of pre approved documents screen recording record the session for quality or training markers interactive drawing/highlighting on the webpage; marker color matches theme and disappears after 2 seconds browser tabs monitoring agents see customer tab changes visually dot ( ) indicates the tab the customer is currently viewing line indicates the agent’s current tab cross (x) indicates customer closed the tab toast notifications indicate when customer is on a different tab than the session session transfer & status agents can view transferred calls and the lead status of sessions support code feature (modified inbound approach) when enabled, agents see a generated code in active customers dashboard customers are required to enter this code when requesting support, which assigns the lead directly to that agent if "keep support code mandatory" is enabled, the code must be entered by customers; otherwise, lead assignment is round robin lead request date and time the "request datetime" field shows the exact date and time when the customer initiated the lead request