Setting up your website for co-browse sessions
With co-browse, agents can view the exact web page a customer is seeing and provide assistance by highlighting items or filling out forms on a customer's behalf.
Once a customer has engaged in a live communication, agents with proper permission can initiate an co-browse session. The customer is prompted to grant permission to the agent. Once permission is granted, the co-browsing session begins.
- Requirements and permissions
- Your website pages must use Customer Monitoring HTML.
- Co-browse can be used on both secure and non-secure pages with customers using a recent version of any modern browser (for example, Chrome, Firefox, IE11+, and other leading browsers).
- Agents must be in a permission group that is allowed to use co-browse.
- View-only co-browse sessions
- You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent agents from acting on behalf of the customer during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="viewonly" to any of the mentioned HTML elements.
- Example: <input type="text" cobrowse="viewonly" name="creditCardAccountNumber" value=""/>
- This way, agents can see what customers are doing but cannot interact with view-only user interface elements. Agents can still highlight a these interface elements to draw customers' attention.
- Privacy – Masking sensitive fields
- Mask fields to prevent agents from seeing sensitive info during a co-browse session. To do this, go to your site's HTML code and add the property cobrowse="false" to any text field that you want to prevent agents from seeing.
- Example: <input type="text" cobrowse="false" name="creditCardAccountName" value=""/>
- Privacy – Masking sensitive sections
- Mask sections (<div>) to prevent agents from seeing sensitive information during a co-browse session. To do this, go to your site's HTML code and add the property ignore="true" to any element you want to prevent agents from seeing.
- Example: <div ignore="true">Security Access Key: A7fDFUJkjleoiuxcv7df==</div> Tip: If the page layout depends on an element you want to mask, first encase the sensitive element inside another element that will not impact the page layout if ignored.
- When a customer is using a mobile device, the agent can view the page with the same dimensions as the customer.
- How co-browse works – A brief technical description
- Bold360 actively monitors the content of the visited page and sends changes to the agent. Bold360 only looks at page content as an HTML document. The document and display size tracking generally gives the agent a very similar rendering of the page as what the customer sees. The actual view of the page can vary between mobile/desktop devices and based on display/font/size settings in the browser and the dimension/resolution of the screen. All page functionality will be present for the agent and the customer, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the agent might be positioned off the screen for the customer.
- The customer's page contents and actions are sent to the servers exclusively over SSL (even if the page is not secure.)