Co-Browsing Overview

Article Overview

The following article describes EasySend's Co-browsing feature. It describes how to enable it and how to use it.

What is Co-browsing?

(See Figure 1)

Co-browsing is a feature that enables several end-users to use the same digital process link to interact with it at the same time. Co-browsing is usually used by agents to guide customers through a process by providing online assistance and bringing it to a close. The feature is available to use on any type of device such as:

• Mobile
• Tablet
• Desktop      

Figure 1: Co-browsing

How Co-browsing works

The following sections describe how the Co-browsing feature works.

Usage Examples

There are a lot of usage examples for the Co-browsing feature, the following two examples are very common:

• A customer is filling out information using a digital process and they require assistance. The agent can use the Co-browsing link, track what the customer is doing, and provide online guidance and assistance. 
• A customer needs to upload a document that they do not have. They can send an invite to another end-user to upload the relevant file and continue with the process.

Enabling the Feature

(See Figure 2)

A Main Page component contains a built-in Co-browsing checkbox in its Properties section. Using the checkbox you can decide whether to enable or disable the feature. For example:

Figure 2: Main Page Properties Section

Sending a Co-browsing Link

(See Figure 3 and Figure 4)

A Co-browsing link can be sent while interacting with the digital process. A digital process contains an icon for Co-browsing (1).

Figure 3: Co-browsing Icon

After clicking the icon, a window appears. Using the window an end-user will enter the email address (2) of a different end-user that will receive the link for Co-browsing. Clicking OK (3) will send the email.  

Figure 4: Email for Co-browsing

Co-browsing Email

(See Figure 5)

A Co-browsing invitation email contains a link (1) to the digital process. 

Figure 5: Co-browsing Invitation Email

The link will stay active as long as the process was not:

• Submitted
• Canceled
• Expired 

Interacting with The Process

After clicking the link the process will open displaying the same page that a request for Co-browsing was initiated from.

Data input by one end-user will immediately appear on the screen of the other end-user. When navigating between pages, they simultaneously change for both end-users. Once the process is submitted, the link will no longer be valid for all end-users involved.

Co-browsing Permissions

The following sections describe Co-browsing permissions

Roles and Permissions in EasySend

(See Figure 6 and Figure 7)

In some cases, one digital process can be accessed by different end-users with specific roles, for example:

• Customer
• Spouse
• Agent

Figure 6: Roles

We can provide access permissions for each role:

• full
• readonly
• none

Access permissions allow us to manage how roles interact with the digital process, for example:

• A customer will receive full access permissions to all the pages that require them to input information 
• A page that contains information just for the spouse will be hidden from the customer and the agent
• An agent that needs to review the information input by the customer and the spouse will receive readonly permissions for the relevant page pages 

Figure 7: Access Permissions

Applying Role Permissions for Co-browsing

(See Figure 8)

We can apply the same principles of role permissions when using the Co-browsing feature. To do so, we need to create a new communication output, email, or SMS, click the Advanced dropdown (1) and then Conditions (2). Under Conditions, we will locate the Co-browsing dropdown (3).

The default value the dropdown displays is No Override (4) meaning that the end-user that accessed the digital process using a Co-browsing invitation will receive full access permissions. When clicking the dropdown a list of roles (5) appears. Choosing any one of the roles will override the full access permissions to those associated with the selected role.

Figure 8: Co-browsing permissions