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
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 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
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.
Note: Scrolling the page clears annotations!
- To start highlighting, click the Annotation Tool (pencil icon) on the toolbar.
- To switch off annotation mode, right-click anywhere the co-browsed page.
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
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.