Co-Browsing Overview
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    Co-Browsing Overview

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    Article Summary

    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

    The following Co-browsing information in the Main Page Properties section may differ according to the Theme used in your Builder platform:
    • The name of the enable/disable Co-browsing checkbox. 
    • The location of the checkbox (may appear under an Advanced dropdown).
    • The default value of the checkbox (checked/unchecked by default).

    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

    The design of the Co-browsing icon may appear with a different design according to your selected Theme.

    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

    To learn how to create roles, click here.
    To read more about roles and permissions, click here.

    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

    To learn more about output communication channels, click here.

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