Cobrowse Options

agent settings enable screen capture path settings → options → cobrowse settings → agent settings → enable screen capture what it does allows agents to capture screenshots during a cobrowsing session how to use toggle on to enable screen capturing capability effect agents can take snapshots of the customer's screen to document or assist in troubleshooting limitations privacy compliance must be maintained; use screen captures responsibly enable invite agent path settings → options → cobrowse settings → agent settings → enable invite agent what it does allows agents to invite other agents to join an ongoing cobrowsing session how to use toggle on agents will see an option to invite available agents via the session navbar effect enhances collaborative support by enabling multiple agents to assist a customer limitations invite functionality is required for session transfer to work enable session transfer path settings → options → cobrowse settings → agent settings → enable session transfer what it does this feature allows the primary agent currently handling an ongoing cobrowsing session to transfer the entire session to another agent it facilitates smoother handoffs and workload sharing among support agents transfer request expiry the transfer request sent to the target agent will expire after a duration defined in the transfer request expiry time (in secs) setting if the secondary agent does not respond in this timeframe, the transfer request becomes invalid important note if only "invite agent" is enabled but "enable session transfer" is disabled, agents will be able to invite others to join the session but will not be able to transfer session ownership the invitation behavior remains as before, i e , addition without transfer primary agent's options after the secondary agent accepts the transfer request, the primary agent gains the option to either stay in the session with all existing functionalities, or leave the session, transferring full control to the secondary agent secondary agent's view the transferred agent will see the lead marked as "transferred" in the lead status column hovering or clicking this status shows details about which agent transferred the lead to them admin, admin ally, supervisor, agent session transfer tracking this feature provides enhanced logging and tracking of session transfers for analytics and accountability transferred agents contains the email ids of agents to whom the session/lead was transferred if multiple transfers occurred, all email ids are recorded in chronological order, separated by commas transferred agents rejected lists of email ids of agents who rejected transfer requests, recorded similarly in chronological order by transfer attempts transferred agents connected logs email ids of agents who accepted transfer requests and joined the session multiple agents who joined are listed sequentially, with the first connected agent appearing first this detailed tracking is visible inside the cobrowsing console under support history > cobrowsing > attended leads > session details > agent details enable edit access path settings → options → cobrowse settings → agent settings → enable edit access what it does allows agents to edit or interact with customers' form fields during cobrowsing how to use toggle on to allow edit permissions effect agents can assist by directly filling or modifying customer input fields limitations agents must have proper consent; auditing may be needed for compliance enable screen recording path settings → options → cobrowse settings → agent settings → enable screen recording what it does allows recording of the cobrowsing session screen for later review how to use toggle on to enable recording effect sessions can be recorded for quality assurance or training limitations privacy laws may require permission; manage storage and access carefully admin settings select masking type for sensitive data fields path settings → options → cobrowse → admin settings → select masking type for sensitive data fields what it does allows the admin to set a default masking type (e g , partial, full) for fields considered sensitive (such as passwords, personal info) during cobrowsing how to use choose the masking type from the dropdown this will apply to all fields marked for masking in customer sessions effect improves privacy and compliance by hiding sensitive data from agents limitations takes effect only on fields coded/configured for masking; not applicable to screen sharing or non form elements enable cross domain co browsing path settings → options → cobrowse → admin settings → enable cross domain co browsing what it does enables a special screen sharing solution for situations where customers navigate across multiple domains during the session how to use toggle on to activate; use when customer support involves websites that redirect/change domains frequently effect the agent can view and help across domains, not just within one site limitations some domains (especially payment gateways) may block cross domain screen sharing due to security constraints enable reverse co browsing path settings → options → cobrowse → admin settings → enable reverse co browsing what it does empowers agents to demonstrate workflows or complete forms by sharing their own screen and interacting with forms while the customer observes how to use toggle on; agents initiate reverse cobrowsing directly from their console effect useful for guided demos, walkthroughs, or assisted onboarding limitations not suitable for sensitive information transfer from agent to customer enable low bandwidth co browsing path settings → options → cobrowse → admin settings → enable low bandwidth co browsing what it does optimizes cobrowsing for customers on slower connections by reducing resource usage and network consumption how to use toggle on, adjust “low bandwidth network limit in kbps”, and “session inactivity (in min )” effect ensures sessions remain responsive even on a limited internet limitations may reduce ui/media fidelity for end users compared to standard mode enable manual switching (for low bandwidth) path settings → options → cobrowse → admin settings → enable manual switching what it does allows manual switching between standard and low bandwidth modes for agents and customers how to use toggle on/off in the session settings effect more flexible session management in varying network conditions limitations user initiated switch, not automatic session inactivity (in mins) path settings → options → cobrowse → admin settings → session inactivity what it does ends a cobrowsing session if either the agent or customer closes their tab and does not return after a defined period how to use toggle on, set “session inactivity (in min )” to determine the timeout effect prevents abandoned sessions from lingering indefinitely limitations a timeout must be specified; the session ends irreversibly once triggered generate drop link expiry time (in mins) path settings → options → cobrowse → admin settings → generate drop link expiry time (in mins) what it does sets how long a meeting/join link is valid (“drop link”) before it expires how to use enter the desired expiry time in minutes effect if the user tries to join after expiry, they see “meeting link expired ” limitations only valid within the specified window must re generate if expired urls where lead is considered converted path settings → options → cobrowse → admin settings → urls where lead is considered as converted what it does marks a lead as “converted” automatically when the customer reaches a specified url/page on the client site during cobrowsing how to use add all desired urls; match must be exact from the beginning of the url limitations exact matching required; only urls accessed during cobrowse are eligible block certain urls while doing cobrowsing path settings → options → cobrowse → admin settings → urls which will be blocked what it does restricts cobrowsing sessions from accessing specified urls, preventing agents or customers from browsing to blocked destinations how to use enter urls to block, then save effect session navigation will be stopped/redirected if those urls are attempted limitations blocked urls are denied only within cobrowse sessions; you must maintain an up to date list customer settings enable masked field warning path settings → options → general → customer side settings → enable masked field warning what it does shows a tooltip to the customer whenever they attempt to enter data into a sensitive field that is masked for the agent during cobrowsing how to use toggle on to activate the warning tooltip effect enhances customer awareness about data privacy by informing them that the field is masked and their input is protected from agent view limitations tooltip text can be customized, but the warning will appear only for fields explicitly masked by admin configuration masking text shown to customer path settings → options → general → customer side settings → masking text shown to customer what it does customizable text displayed inside the tooltip when the masked field warning is triggered how to use enter the desired message text in the provided field effect allows tailored messaging to customers about data privacy assurance limitations text length and format should be concise to avoid ui disruption show verification code popup path settings → options → general → customer side settings → show verification code popup what it does prompts customers with a pop up asking them to either allow or decline the cobrowsing request sent by an agent how to use toggle on to activate the consent modal for customers before cobrowsing begins effect reinforces customer consent and transparency for cobrowsing sessions limitations popup must be accepted to start the session; if declined, the session is not established ask support code to the customer path settings → options → general → customer side settings → ask support code to the customer what it does requires customers to enter a support code provided by the agent to join a cobrowsing session how to use toggle on to enable this requirement effect adds an extra layer of security, ensuring only authorized customers join sessions limitations may add friction; requires agents to generate and communicate current support codes message to be shown on customer consent modal path settings → options → general → customer side settings → message to be shown on customer consent modal what it does customizes the textual message displayed to customers on the consent popup/modal before granting cobrowsing permissions how to use enter the desired message to clearly explain the consent request effect improves customer understanding and trust in the cobrowsing process limitations message length should be concise and customer friendly general settings text to be shown on agent feedback modal path settings → options → cobrowse → general → agent settings → text to be shown on agent feedback modal what it does defines the message or instructions displayed to the agent when they end a cobrowse session and see the feedback modal how to use enter the desired text content effect helps standardize agent responses and captures structured feedback at session end limitations text should be concise and clear enable predefined remarks with dropdown path settings → options → cobrowse → general → agent settings → enable predefined remarks with dropdown what it does enables agents to select predefined remarks from a dropdown menu for session feedback or notes how to use toggle on to activate; a dropdown will appear allowing predefined remark selection effect speeds up agent input and ensures standardized remark usage limitations the dropdown or buttons for remarks are mutually exclusive settings enable predefined remarks with buttons path settings → options → cobrowse → general → agent settings → enable predefined remarks with buttons what it does allows agents to select predefined remarks through on screen buttons instead of dropdowns how to use toggle on to use button based remark selection effect provides quick remark entry for frequently used notes limitations it can’t be enabled simultaneously with the dropdown option; only one remark input style is active enable predefined sub remarks with dropdown path settings → options → cobrowse → general → agent settings → enable predefined sub remarks with dropdown what it does adds a secondary dropdown for sub categorizing predefined remarks how to use toggle on to enable sub remark functionality effect allows finer categorization of feedback or issue types limitations like other predefined remark toggles, only one can be active at a time; if all toggles are off, only free text input is shown enable agent connect message path settings → options → cobrowse → general → agent settings → enable agent connect message what it does displays a welcome popup message on the customer side (in the chat box) whenever an agent joins the cobrowse session for the first time how to use toggle on to enable; message content may be customizable elsewhere effect enhances customer experience by greeting them when support starts limitations only appears once per session when the agent first connects enable smart agent assignment path settings → options → cobrowse → general → agent settings → enable smart agent assignment what it does if a customer’s session gets dropped and they re initiate support within a default timeframe (usually 10 minutes), the system tries to assign the lead back to the same agent how to use toggle on to activate; default reassign time may be configurable effect improves continuity of support and customer satisfaction by reconnecting customers to familiar agents limitations if the original agent is busy or unavailable, the lead gets assigned to another suitable agent automatically