Get the latest live chat benchmark data broken down by team size & industry

Read more
How to use Co-browsing in Comm100 Live Chat

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. 

 

Step by Step Instructions 

This article covers the following sections: 


Enable Co-browsing 

To enable Co-browsing, follow these steps:  

  1. Log in to the Comm100 Control Panel. 
  2. From the left navigation menu, go to Live Chat > Settings > Co-browsing. Co-browsing - KB-004.png
  3. Turn ON the Co-browsing toggle key.Co-browsing - KB-005.png
    Note:  If you want to customize system messages on the visitor’s screen, click the Customize now link. The Language settings from the Campaign menu appears. If you do not want to view sensitive information on the visitor’s screen, click the Contact us link and Comm100 can help you mask the data.
    Language - KB-001 (1).png
    You can customize all messages from here.    
  4. Click Save.
    Note: No additional installations or downloads are required after Co-browsing is enabled in your account.
    The Co-browsing related code will be active on web pages where the Live Chat code is implemented.
    You can only request Co-browsing through the Embedded Chat Window.
    Co-browsing works only on HTTPS secure pages.

Start a Co-browsing session with your visitor 

To start a Co-browsing session, follow these steps: 

  1. Log in to your Agent Console.
  2. Click the Co-browsing button in the Replying area of the Conversation pane.
    Co-browsing - KB-002.pngA pop-up appears on your side, waiting for your visitor to accept the request.
    Co-browsing - KB-003.png 
  3. On the visitor side, a side window opens for the Co-browsing request. The visitor can accept or refuse the request. Co-browsing-0016.png

    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. 
  4. 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. 
  5. Visitors can stop sharing any time by clicking the Stop Showing button at the top of the window.Co-browsing-0014.png

    Visitors can also accept co-browsing requests on mobile browsers.
    Co-browsing-0015.png

Request Remote Control 

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. 

Co-browsing-0018.png

The visitor receives a pop-up message to allow the agent to take control of the web page.

Co-browsing-0019.png

After the visitor accepts the remote control session, the browser screen outlines in a red frame. You can now operate on the screen remotely. 

Co-browsing-0017.png


Configure Security Settings 

Firewall

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. 

Note: Glance Cobrowse needs access to these URLs:
https://s3.amazonaws.com/glancecdn/
https://*.glance.net
https://www.glancecdn.net

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: 

TypePort
TCP/IP5000
TCP/IP5001
HTTPS443
WSS443 Secure WebSocket
HTTP 80Only 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: 

  • Includes JavaScript, CSS, and images from https://*.glancecdn.net, unless self-hosting. 
  • 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

 

https://*.glancecdn.net 

wss://*.glance.net 

https://*.glance.net 

If you use more specific directives in your Content Security Policy, use these for Glance:  

connect-src wss://*.glance.net  https://*.glance.net; 


style-src https://*.glancecdn.net; 


script-src https://*.glancecdn.net; 


img-src: https://*.glancecdn.net; 


To learn more about configuring the headers, see this article

Co-browsing is an add-on feature with an extra cost. Please contact sales@comm100.com or chat with us to find out more.