HELP FILE

What Can the Agent Do?

During a shared browsing session, the following features and tools are available to the support agent.

During a shared browsing session, you and your customer are sharing control over the page you are co-browsing. This means that both parties have equal control over the mouse, keyboard, and navigation items, and can perform actions simultaneously.

Navigating Back/Forward between co-browsed pages.
You can see the previous/next co-browsed page by clicking the Back or Forward button on the session toolbar.
Note: Navigation buttons of your native browser that hosts the Rescue Live Guide console tab may end the shared browsing session.
Refresh
Click the Refresh button on the session toolbar to reload the co-browsed page.
Note: When you have more than one tab open within the web console, the URL bar is only displayed when you hover over the tab on the toolbar.
Note: Navigation buttons of your native browser that hosts the Rescue Live Guide console tab may end the shared browsing session.
Edit URL
In the session toolbar, the URL bar allows you to visit and co-browse any internet page with your customer.
Note: The customer cannot edit the URL.
Open New Tab for Shared Browsing
Click the New Tab (Plus icon) on the session toolbar to open a new tab that you want to co-browse with your customer. The tab you already had open remains open and active. Both you and the customer can change between open tabs during the session.
Note: The customer cannot open a new tab for co-browsing, but they can close any tab that is already open .
Annotate the Shared Browser Page
Use the free-hand drawing tool to highlight parts of the website for your customer.
  • To start highlighting, click the Annotation Tool (pencil icon) on the toolbar.
  • To switch off annotation mode, right-click anywhere the co-browsed page.
Note: Scrolling the page clears annotations!
Chat
The agent can chat with the customer.
Note: The availability of this feature depends on a permission granted by a Rescue Live Guide Administrator.
Note: URLs sent over chat open in the customer's native browser outside the shared browsing session.
End the Co-Browse Session
Click the End Session (X) button on the session toolbar to terminate the shared browsing session.
Note: To avoid accidentally closing a session, you will be prompted to confirm this action.