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 enables digital process end-users to share the link of a digital process via email and invite other users such as agents or reps to provide real-time online support to quickly bring any processes to a close. With Co-browsing, agents or reps can guide end-users through any digital process whether they are connected through mobile, tablet, or desktop. Data input by the end-users immediately appears on the agent or rep screen and vice versa. When changing a page, the page simultaneously changes for all.

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

NOTE

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

NOTE

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

NOTE

To learn how to create roles, click here.

NOTE

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

NOTE

To learn more about output communication channels, click here.

Co-browsing and Continue & save later

(See Figure 15)

When using the Workflow Manager screen to configure a notification, the outputs options my include two additional options:

Co-browsing invite email - sending a co-browsing invitation email.
Save & continue later email - sending an email with a link to the process to continue at a later time.

NOTE

The Co-browsing invite email and Save & continue later email options will become available only if the Enable Co-browsing option is enabled in the Customer Settings screen. For additional information, please contact our support team.

To be able to send the Co-browsing invite email or the Save & continue later email your environment servers version must be 30.0.0 or above.
You can only add one Co-browsing email and one Save & continue later email.

Co-browsing invite email

The following sections describe the Co-browsing invite email option.

What is Co-browsing?

Co-browsing invite email Configuration

(See Figure 9 and Figure 10)

After adding the Co-browsing invite email as an output (1), clicking the Edit button (2) opens the Email Details window.

Figure 9: Co-browsing invite email

The Email Details window is divided into two sections:

General (3) - contains the Email Name and Subject, both are editable.
Email Content (4) - an HTML editor that contains the content of the email. The content must include a
link to the process - {{link}}. The content is editable.

Figure 10: Email Details Window

How to Send the Co-browsing invite email

(See Figure 11 to Figure 13)

To send the Co-browsing invite email, make sure to locate the Co-browsing component (1) and to add it to the Webflow (2), for example:

Figure 11: Co-browsing component

When the digital process is initiated and an end-user clicks the Co-browsing component (3) a window (4) to input a recipient email address appears, for example:

Figure 12: Initiating Co-browsing

The recipient will receive an email with a link to the digital process, for example:

Figure 13: Co-browsing invite email

Co-browsing Component Properties

(See Figure 14)

The properties of the Co-browsing component (component name, version, title, color, action (Co-browsing or Save & continue later)) are configured using your Theme. For additional information please contact our support team.

Figure 14: Co-browsing Component Properties

Save & continue later email

The following sections describe the Save & continue later email option.

What is Save & continue later?

Save and continue later enables end-users to save their digital process progress at any stage, close it, and use the link they receive via email to complete it at a later time.

Save & continue later email Configuration

(See Figure 15 and Figure 16)

After adding the Save & continue later email as an output (1), clicking the Edit button (2) opens the Email Details window.

Figure 15: Save & continue later email

The Email Details window is divided into two sections:

General (3) - contains the Email Name and Subject, both are editable.
Email Content (4) - an HTML editor that contains the content of the email. The content must include a
link to the process - {{link}}. The content is editable.

Figure 16: Email Details Window

How to Send the Sand & continue later email

(See Figure 17 to Figure 19)

To send the Save & continue later email, make sure to locate the Co-browsing component (1) and to add it to the Webflow (2), for example:

Figure 17: Co-browsing component

When the digital process is initiated and an end-user clicks the Co-browsing component (3) a window (4) to input a recipient email address appears, for example:

Figure 18: Initiating Co-browsing

The recipient will receive an email with a link to the digital process, for example:

Figure 19: Co-browsing Invite Email

Co-browsing Component Properties

(See Figure 20)

Figure 20: Co-browsing Component Properties