HELP FILE

Start a PIN-based co-browse session

Start a co-browse session with a customer using a PIN code.

Important: The customer must be on a page for which Customer monitoring HTML has been implemented.
Co-browse browser requirements:
  • Agent:
    • Windows – Chrome, Firefox, Microsoft Edge
    • Mac – Safari
  • Customer:
    • Windows – Chrome, Firefox, Microsoft Edge
    • Windows – Internet Explorer 9, 10, 11 (agent unable to click links for customer)
    • Mac – Safari (agent unable to use back/forward buttons)
    • iOS – Safari
    • Android – Chrome
  1. On the left side of the Bold360 workspace, next to Live Sessions, hover your mouse over + (the plus sign) and click Start Co-Browse with PIN. A PIN is generated and displayed on your screen.
  2. Guide your customer through these steps:
    1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
    2. Ask them to enter the PIN that you see on the screen.

    The customer is prompted to allow co-browse.

  3. The customer must click Yes.
    The co-browsing session begins.
    Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
    Restriction: Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
While co-browsing, you have the following options:
  • Back arrow – Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow – Takes the customer's browser to the next URL in the history of the visited URL
  • Reload – Refreshes the current page being shown
  • URL and Bookmarks – Enter a URL that opens in the customer's browser or select a predefined URL from your Bold360 bookmark library
  • Highlighter – Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop – Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.