CoBrowse Frequently Asked Questions
How is CoBrowse different to desktop sharing?
CoBrowse differs from desktop sharing in that it is more secure, requires no installation, and is non-intrusive. The agent does not take control of the visitor’s desktop, nor do they have access to the visitor’s local files and applications. This minimizes the risk of agents unknowingly sharing sensitive information. In contrast to desktop sharing, CoBrowse offers a next-generation co-browsing experience with zero setup time.
What is the difference between “shared” mode and “view only” mode?
Agents have the option to choose between "shared” mode and "view only" mode. "Shared" mode provides a full, two-way interactive experience, whereas "view only" mode offers a higher level of privacy for consumers. The table below illustrates the CoBrowse features, along with which CoBrowse features are available in each mode.
The agent sends an invite to the consumer in the Embedded Engagement Window. If the consumer accepts, the CoBrowse session starts on the same webpage as the consumer was on when they initiated the conversation.
The CoBrowse service not only shares the webpage view with the agent, but it also monitors the consumer’s actions, for example: mouse movements, mouse clicks, form field input, etc. The consumer’s actions are displayed in the agent’s browser. If the agent selects “Interactive Mode”, the agent’s actions such as mouse clicks are replicated in the consumer’s browser. If the agent selects “View-only mode”, the agent can highlight elements on the page, but not fill in forms or navigate to actively assist the consumer.
Is CoBrowse compatible with corporate firewalls etc.?
Yes, CoBrowse is generally compatible with corporate firewalls. It only uses standard web protocols that are deployed and used in typical web applications.
Which options are available to secure form input (e.g. password)?
Password form fields are automatically blocked from transmitting data into the CoBrowse session of other participants. Other fields have to be identified by using a proprietary HTML attribute or by manually managing a blacklist on a server (e.g., using CSS selectors).