Setting up ActiveAssist Browser Share
With BoldChat ActiveAssist, operators can view the exact web page a visitor is seeing and provide assistance by highlighting items or filling out forms on a visitor's behalf.
Once a visitor has engaged in a live communication, operators with proper permission can initiate an ActiveAssist session. The visitor is prompted to grant permission to the operator. Once permission is granted, the co-browsing session begins.
- Requirements and permissions
- Your website pages must use Visitor Monitoring HTML.
- ActiveAssist 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).
- Operators must be in a permission group that is allowed to use ActiveAssist.
- View-only co-browse sessions
- You can mark fields, buttons, and selectors, such as checkboxes and radio buttons as view-only to prevent operators from acting on behalf of the visitor 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, operators can see what visitors are doing but cannot interact with view-only user interface elements. Operators can still highlight a these interface elements to draw visitors' attention.
- Privacy – Masking sensitive fields
- Mask fields to prevent operators 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 operators from seeing.
- Example: <input type="text" cobrowse="false" name="creditCardAccountNumber" value=""/>
- Privacy – Masking sensitive sections
- Mask sections (<div>) to prevent operators 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 operators 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 visitor is using a mobile device, the operator can view the page with the same dimensions as the visitor.
- How ActiveAssist works – A brief technical description
- BoldChat actively monitors the content of the visited page and sends changes to the operator. BoldChat only looks at page content as an HTML document. The document and display size tracking generally gives the operator a very similar rendering of the page as what the visitor 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 operator and the visitor, but placement, rendering and word wrapping may potentially differ. For example, elements on the edge of the screen for the operator might be positioned off the screen for the visitor.
- The visitor's page contents and actions are sent to the servers exclusively over SSL (even if the page is unsecure.)