Rescue Live Administrators can control what features and tools agents and customers can access during Rescue Live Guide sessions.

Agent Click Restriction

Enable this option to disallow clicking on or scrolling the co-browsed web-pages for agents. By default, agents are allowed to click and scroll during a shared browsing session.

Agent Input Restriction

Enable this option to disallow typing in input fields on the co-browsed web-pages for agents. By default, agents are allowed to type in input fields during a shared browsing session.

Session widget position

Set the default position of the session widget that contains customer controls (for example, Chat and Stop buttons). The customer can move the widget horizontally on the screen during the session.

Clipboard access

Manage access to the copy & paste feature during shared browsing sessions for both the agent and the customer. By default, both the agent and the customer are allowed to use the copy & paste feature.

Two-way video

Allow the agent and/or customer to share their video (webcam) during the co-browse session. One or both parties can share their video and have the option of turning it off at any point.

For detailed information about how the feature works, see Sharing Cameras during a Session (Two-Way Video).

Session recording

Enable this option to record all shared browsing sessions in your organization. Recordings are available from the Reporting tab of the Agent Console.

File download

Agents can download files from a co-browsed web-page during a session by default. If this option is disabled, agents are not allowed to download files while co-browsing.

File upload

Agents can upload files to a co-browsed web-page during a session by default. If this option is disabled, agents are not allowed to upload files while co-browsing.

In-session chat

Enable in-session chat between the agent and the customer. When chat is disabled, the Chat icon is hidden on the session widget.

Display agent name

Show the actual name of the support agent configured in the Admin Center instead of the default Agent denomination on all customer facing screens and labels during sessions. When the agent's name is not available, the value provided in the Custom agent alias field is displayed.

Note: The agent might not be available because, for example they have not started the session yet.

Show disclaimer

By default, a disclaimer is displayed to the customer before they start the co-browsing session. Disable this option to prevent the disclaimer from being displayed.

Display language selector

Display a language selector to the customer at the start of a co-browse session. By using the language selector, customers can change the language of Rescue Live Guide for the given sessions.

This functionality can override the default language selection, which is based on the language selected as the active language in the customer's browser settings.

Domain allowlist

By default, any website can be co-browsed with Rescue Live Guide. By adding one or more values to this page, co-browsing will be limited to the URLs that contain the given value(s).

Example: If you add "test.com", every URL that contains "test.com" will be available for shared browsing, including sub-domains, like "subdomain.test.com".

If any value is added to the allowlist, non-allowlisted pages cannot be opened during a Rescue Live Guide session. These non-allowlisted pages will still appear in iframes.

Note: You can delete or edit these values later by clicking the Bin or Pencil icon respectively.

Button blocking

Button blocking allows you to prevent the agent from clicking certain buttons on a website during a shared browsing session. Insert the URL(s) where the button appears, then add the CSS selector of the button in the editor below to set up a field with button blocking.

Note: You can delete or edit these values later by clicking the Bin or Pencil icon respectively.

Data masking

Data masking hides the customer's sensitive data from the agent during sessions. This feature can be set up for different web components of any website. Insert the URL(s) where the field appears, then add the CSS selector of the field in the editor below to set up a field with data masking.

Note: You can delete or edit these values later by clicking the Bin or Pencil icon respectively.

Session Start

This setting features URLs that are relevant for the Scriptless version of Live Guide.

Co-browse URL

https://[customname].support.me

This is a public URL that is unique to your account. Customers need to open this address to start a co-browse session.

If your account does not yet have a custom URL, the Generate URL button is displayed here allowing you to generate a random unique URL.

Important: You cannot change this URL in a self-service manner. If you need to change it, contact your Account Manager, Success Manager, or our Support Team.

Session Start URL

Configure the URL for the website that is opened for co-browsing at the start of a session.

Customization

Customization allows Administrators to set custom values for the Disclaimer text, Agent Alias, and Customer Alias fields in case of each language supported by Live Guide. The default values are displayed in the Admin Center for all supported languages, and Administrators can change these for any supported language.

Script

By adding a single line of code to your website, you can provide an integrated user experience to your customers saving them from having to navigate to a separate domain to start the shared browsing session. They can initiate shared browsing directly from your website. For detailed information about this option and the implementation details, see Setting Up Scripted Live Guide.