Reverse CoBrowsing

what is reverse cobrowsing reverse cobrowsing is a specialized co browsing approach where the agent initiates and drives the session directly from the client’s website unlike inbound or outbound methods, in reverse cobrowsing, the agent fills the customer’s form on their behalf while still allowing visibility and interaction for the customer this is particularly useful in scenarios where customers need additional handholding or where form filling accuracy is critical pre requisites for reverse cobrowsing the client website must have the cobrowsing javascript (js) snippet integrated agents should have valid credentials and be marked online in the dashboard customer communication channels (sms/email) should be configured for link sharing or any other offline source browser compatibility should be verified (latest chrome/edge/firefox recommended) how reverse cobrowsing works agent login & availability the agent logs in to the dashboard and toggles themselves online to be available for sessions each agent is assigned a unique code for generating support links on the top left of the console this ensures proper agent session mapping agent on website the agent navigates to the client’s website/page where the customer needs help (e g , filling out a form) the agent clicks on the generate support link button on the website enter customer details after clicking the generate support link button, a connect with the customer form opens up the agent fills in the customer’s details along with their unique code this step maps the session correctly to the agent generate and share link after clicking generate link , a support link is created the agent can copy and share this link with the customer (via email, sms, or any other communication channel) customer joins session once the customer opens the support link, the reverse cobrowsing session is initiated the agent now has the control to assist and even fill out the form on behalf of the customer features of reverse cobrowsing agents have access to a rich set of tools during a reverse cobrowsing session the toolbar includes capture screenshot – take screenshots of the current page for records view screenshot – access previously captured screenshots invite an agent – bring another agent into the ongoing session chat with customer – text chat directly with the customer within the session send shareable link – generate and send an additional support link if required drawing pen – highlight or mark areas on the page to guide the customer end session – securely terminate the co browsing session once completed benefits of reverse cobrowsing higher control agents can take full responsibility for filling out customer forms reduced errors ensures form filling accuracy when customers face difficulties faster resolution saves customer time by letting agents complete actions directly better experience customers only need to approve and observe the process, reducing friction