Co-browsing allows you to view and access your visitor’s web browser in real-time. You can instantly see and control the visitor’s screen and resolve their queries effectively. Co-browsing facilitates faster resolution in complex or technical scenarios.
To use Co-browsing, you need to enable Co-browsing in your account. No additional installations or downloads are required after Co-browsing is enabled.
This article covers the following sections:
To enable Co-browsing, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Live Chat > Settings > Co-browsing.
- Turn ON the Co-browsing toggle key.
You can customize all messages from here.
- Click Save.
To start a Co-browsing session, follow these steps:
- Log in to your Agent Console.
- Click the Co-browsing button in the Replying area of the Conversation pane.
A pop-up appears on your side, waiting for your visitor to accept the request.
- On the visitor side, a side window opens for the Co-browsing request. The visitor can accept or refuse the request.
After the visitor accepts the request, you can view the visitors’ web screen.
Whenever you click on the web page, a colored frame outlines the page element and display on both your and visitor side as an indicator of what you can see.
You can close the browser window to end the Co-browsing session.
- On the visitor side, the whole page is outlined in a yellow frame when it is being shared.
When the visitor is browsing through different web pages of the same domain, your Co-browsing window gets synced at the same time.
- Visitors can stop sharing any time by clicking the Stop Showing button at the top of the window.
Visitors can also accept co-browsing requests on mobile browsers.
When viewing a visitor's web page, you can send a remote control request of the Co-browsing window. From the top right corner of the Co-browsing window, you can select the Request Remote Control from the drop-down list.
The visitor receives a pop-up message to allow the agent to take control of the web page.
After the visitor accepts the remote control session, the browser screen outlines in a red frame. You can now operate on the screen remotely.
To ensure your agents can connect and cobrowse properly with your visitors, your network team may need to place Glance’s URLs and IP addresses on your firewall's allow-lists.
If your network team requires specific blocks of IP addresses, you may find the latest address block list here.
The types of connections, and their respective ports are:
|WSS||443 Secure WebSocket|
|HTTP 80||Only for cobrowsing HTTP (not HTTPS) websites|
To learn more about configuring the firewall settings, see this article.
Content Security Policy (CSP) Header
If your website specifies Content Security Policy headers, those headers may need to be modified to allow visitors to run Glance sessions.
Glance Cobrowse requires a policy which:
- Allows cross-domain requests to https://www.glance.net.
- Allows secure https and websocket connections to Glance’s session servers at *.glance.net.
If your Content Security Policy relies on default-src to specify trusted protocols and hosts, the following URLs can be added to your default-src directive:
If you use more specific directives in your Content Security Policy, use these for Glance:
connect-src wss://*.glance.net https://*.glance.net;
To learn more about configuring the headers, see this article.