Types of CoBrowsing

types of cobrowsing & how it works cobrowsing sessions can be initiated in multiple ways depending on the support scenario each method is designed to offer flexibility in how customers and agents connect, ensuring smooth and secure collaboration inbound cobrowsing approach in this model, the customer initiates the request for help how it works a customer visiting your website clicks the “request support” or “start cobrowsing” button the customer fills out the required information (such as name, email, or query type) the system automatically routes the request to an available agent the agent joins the session and assists the customer in real time best suited for websites with high customer traffic, form submissions, or self service portals outbound cobrowsing approach here, the agent initiates the cobrowsing session by creating or locating the customer link how it works outbound cobrowsing has two modes generate drop link the agent enters the customer’s details and the relevant website url in the cobrowsing console on clicking generate link , a unique session link is created the agent shares this link with the customer (via chat, sms, or email) once the customer clicks and opens the link, the cobrowsing session begins best suited for proactive support, sales demos, or onboarding customers to a platform search lead the agent uses the search lead functionality to find an existing customer (fields can be configured as per business needs, such as phone number or email id) once identified, the agent can initiate a cobrowsing session directly with the customer best suited for existing leads/customers with stored profiles where direct mapping is possible reverse cobrowsing approach in reverse cobrowsing, the agent initiates the session from the client website itself how it works the agent visits the client's website they enter the customer details along with their agent code in the provided interface on clicking generate link , a secure session link is created the link is sent to the customer, who can join the cobrowsing session in this approach, the agent fills the form on behalf of the customer , reducing customer effort email sharing in reverse cobrowsing an additional configuration allows agents to send the session link directly via email inside the generate support link modal, agents can enter the customer’s email address email validation ensures the entered id is valid if valid, the customer immediately receives an email invitation with the link if no email is entered, the link is generated and displayed in the modal (as in standard reverse cobrowsing) best suited for remote support where customers may prefer receiving links via email instead of waiting on the website summary of approaches approach who initiates how it works best use case inbound customer customer clicks “request support” → fills info → auto assigned to agent high traffic sites, customer first interactions outbound (drop link) agent the agent generates a session link and shares it with the customer proactive support, demos, and guided onboarding outbound (search lead) agent agent searches lead details → initiates session existing customers with stored profiles reverse cobrowsing agent agent generates a link from the client site (fills the form on behalf of the customer) hands on support, minimizing customer input reverse cobrowsing + email agent the agent generates a link and sends it via email invitation remote support, when customers prefer a link over email low bandwidth mode system/agent switch to lite mode automatically or manually when speed is low customers with poor/unstable internet connections