Co-browsing enables real-time, shared browsing sessions where Phonexa support can view your screen within your own instance and guide you through troubleshooting or system navigation.
Unlike screen sharing, co-browsing is more secure, limited to specific browser tabs, and doesn't involve live interactions, ensuring your privacy. With co-browsing, our Support team can resolve issues faster and more accurately, providing personalized assistance tailored to your needs.
Note: This feature is available for users with the Global Admin system roles only.
To initiate a co-browsing session, go to the upper right corner of your system’s page and click the headphones icon located next to the user’s name to open the Support Center window.
To start the session by sending the join request to the support manager, click the “Enable Co-Browsing Support" button in the “Support Center” pop-up window.
The “Co-Browsing” widget will appear and allow you to manage the common session.
Note: The co-browsing session has not started yet. To start the session, please let your Account Manager know that the session is requested, so he will be able to join. The best way is to schedule the corresponding call and co-browsing session in advance.
To confirm the joining request from the manager and add him as a participant to the ongoing co-browsing session, click the “Yes” button in the “Co-Browsing” pop-up window.
As soon as the manager joins the ongoing session, the corresponding message will appear at the bottom of the current system page.
To navigate and move the widget (doc panel) placement along the page, click the “Move the Dock” button and place the widget by using the pointer.
To hide or show the widget (doc panel), click the “Hide Doc Panel” or “Show Dock” buttons respectively.
The corresponding pointers of the managers that are connected to the ongoing browsing session will be highlighted with yellow color. The click of the pointer will be additionally highlighted with red color.
Note: Managers can only highlight the corresponding sections and interface elements with their pointers. Any changes on the page can not be performed by managers during the co-browsing session.
To view the list of all users that are connected to the ongoing browsing session, click the “Collaborators” drop-down menu.
To remove the participant (manager) from the ongoing session, click the “Remove name_of_the_user from stream” button in the “Collaborators” block.
To view the list of available actions during the ongoing session, click the “Settings” drop-down menu.
To stop the ongoing co-browsing session, click the “Stop Session” button in the “Co-Browsing” widget.
Note: If you stop the ongoing session you won’t be able to restore it. To begin a new session, click the “Enable Co-Browsing Support” button in the “Support Center” pop-up window. This action triggers a new join request sending.
Also, you can stop the ongoing session by clicking the “Disable Co-Browsing session” button in the “Support Center” pop-up window.
The corresponding message about the ongoing session termination will be displayed at the bottom of the page.
