How CoBrowse Works
CoBrowse technology has an enhanced level of security in comparison to traditional screen sharing and desktop sharing. This is because in desktop sharing, at least one of the participants downloads a software or plug-in for sharing a video screen of the entire screen or desktop applications. In contrast, CoBrowse is restricted to sharing only the website that the consumer is currently chatting on.
The basic CoBrowse process is described in the image below:
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.