Inbound Cobrowsing

what is inbound cobrowsing inbound cobrowsing is a customer initiated support approach where the customer requests real time assistance while browsing your website or application this model ensures customers can quickly connect with a live agent whenever they face difficulties, without needing external links or pre arrangements it is the most customer friendly approach because the customer controls when the session starts, and agents simply receive the incoming request prerequisites before using inbound cobrowsing, ensure the following website integration the cobrowsing widget (request for support button + form) must be integrated into your website agent console access agents must have valid logins and access to the cobrowsing dashboard routing configurations customer requests must be mapped to available agents using routing rules support code system the cobrowsing setup must support secure support code generation and validation browser support ensure customers use supported browsers (latest versions of chrome, firefox, safari, or edge) customer consent customers must explicitly “verify and allow” before the session begins to ensure compliance with privacy and data protection how it works agent availability agents log in to the cobrowsing dashboard and toggle themselves online only online agents are eligible to receive incoming requests customer initiation the customer visits your website and clicks on the “request for support” button, where the cobrowsing is integrated a simple form opens where the customer enters their name and mobile number after filling in the details, the customer clicks “connect” lead generation the customer’s request instantly creates a lead in the agent’s dashboard the assigned agent can view this lead and click “request for cobrowsing ” session code exchange when the agent clicks request for cobrowsing , a support code is generated the agent conveys this code to the customer (via chat, call, or on screen prompt) the customer enters the code to verify and allow cobrowsing access customer verification once the customer confirms by clicking “verify and allow,” the session request is approved on the agent’s dashboard, the “request for cobrowsing” button changes to a “connect” button session connection the agent clicks “connect” to join the session the cobrowsing session starts, allowing the agent to assist the customer in real time agent identity display once the session is connected, the customer can see the agent’s details (e g , name, role, profile info) in a modal this modal auto hides after 10 seconds , maintaining transparency while ensuring a clean user interface how to set up inbound cobrowsing enable cobrowsing on website integrate the “request for support” button on your website or application using script you can find this admin → settings → integration image configure it to trigger the cobrowsing initiation form (name, mobile number fields) configure lead routing ensure leads are mapped to available agents in the cobrowsing console define routing rules (e g , round robin, skill based routing) agent dashboard setup agents must have access to the cobrowsing dashboard ensure the request for cobrowsing and connect buttons are properly configured support code configuration enable support code generation and mapping ensure customers can easily enter the support code in the cobrowsing request modal agent identity settings configure what details (e g , name, designation, avatar) should display in the agent details modal set the auto hide timer (default 10 seconds) low bandwidth cobrowsing some customers may experience slow internet connectivity, making a full featured cobrowsing session difficult to ensure session continuity, inbound cobrowsing supports low bandwidth mode (lite mode) how it works when the customer’s internet speed drops below a set threshold (configurable in the console), the session automatically switches from normal mode to lite mode instead of rendering the full website in real time, lite mode displays a tabular/structured version of the web page this ensures faster loading times and smoother interaction for both customer and agent how to enable low bandwidth mode navigate to admin → settings → options → cobrowse → admin settings enable low bandwidth cobrowsing input the minimum internet speed threshold (in kbps) under low bandwidth network limit switching modes there are two ways to switch between normal and lite mode auto switching the system checks the internet speed at the start of the session and at regular intervals (every 20 seconds) if the speed falls below the configured threshold, a pop up notification appears with confirmation, the session switches to lite mode automatically manual switching agents can manually switch to lite mode using the “lite mode” button on the toolbar agents can also revert back to normal mode using the same button once the connection improves best suited for customers in regions with unstable or low internet speeds