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

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

Language selector

Depending on permissions set in the Rescue Live Admin Center, customers can change the language of Rescue Live Guide for the given session by using the language selector displayed in the upper-right corner of their browser tab at the start of the session.

Navigation options

During a co-browse session, the customer can use the native buttons and tools offered by the browser from which they started the session.

Handling Tabs for Shared Browsing

The following rules apply to the customer for handling share browsing tabs.

The customer CAN perform the following actions:

• Close a tab, when more than one shared browsing tab is open
• Toggle between shared browsing tabs
• Open a new tab for shared browsing
• Edit the URL of the page that is currently being co-browsed

Chat

The customer can chat with the agent.

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.

Two-way video

To make their interaction more personal, the customer can share their camera (webcam) with the agent.

Note: The availability of this feature depends on a permission granted by a Rescue Live Guide Administrator.

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

Voice Chat (VoIP)

To make their interaction more personal, the customer can initiate a voice chat with the agent.

Note: The availability of this feature depends on a permission granted by a Rescue Live Guide Administrator.

Note: Voice chat requires mutual consent. The audio connection is only established once the called party also accepts the call.

For detailed information about how the feature works, see Using Voice Chat (VoIP Audio).

Document Share

Click the Document Share button on the session toolbar to share a document from your device to browse it together with the remote participant during the session.

Restriction: Only PDF and image files can be shared.

Note: The availability of this feature depends on a permission granted by a Rescue Live Guide Administrator.

For detailed information about this feature, see Sharing Documents for Co-browsing.

End the session

At any time during co-browsing, the customer can end the session by clicking Stop at the top of the browser page.

1. When the customer clicks the Stop button, the session is first paused only.
   The agent is displayed the Session Paused notification, and they cannot see the customer's browser tab.

   Note: The session is not yet terminated at this point.
2. The customer can perform either of the following actions.
   • They click End Session, and the session is terminated. The customer is redirected to the actual page where the shared browsing session ended.
   • They click Continue Browsing, and shared browsing is resumed.