Requirements:
As a prerequisite to use this functionality, you need to have a Fullview account and have Fullview installed in your web app.
How to start a cobrowsing session with Fullview
In the next section, we'll take you through the process of cobrowsing with Fullview, from looking up the user you want to cobrowsing with to sharing the recording of the cobrowsing session with your team.
Note: Cobrowsing can be launched in 4 unique ways, depending on your use case.
You have the following options:
User lookup (required that the user is authenticated / logged into your web app).
Cobrowse via links (see top right corner "Cobrowse Now" to find the link and send to your customer)
Via customer code / pin code. Ask your customer to hit = (equal sign) three times on their keyboard to trigger the pincode pop up, then enter the pin code in the agent-view pop up.
The below guide shows how to cobrowse via user look up, the most common and fastest way to launch a cobrowse:
To start a cobrowsing session from your Fullview dashboard, you simply search for the user you want to connect with, either by name or email.
Initiate cobrowsing
When you have identified the user you want to connect with, you click on the cobrowse button on the right-hand-side to initiate a call.
When you start the cobrowsing call, your user will receive an invitation to accept or deny the cobrowsing session on their screen.
When your user accepts your invite on their end, you are launched straight into a cobrowsing session.
During a cobrowsing call
During a cobrowsing call, you have access to a number of different features to speed up the support process and help users in a hands-on way. You can:
Click and control your customers screen
Highlight on their screen to guide them
Access the console panel for easy troubleshooting
Send messages and files to your user
After the session has ended
Once the call has ended, you can share a recording of it with your teammates.
If you'd like to access the call recording at a later date, simple navigate to the Cobrowse Recordings page and click on 'Watch'.
And that's it! That's how you launch a cobrowsing session with your users.
For any questions or feedback, don't hesitate to reach out to us on hello@fullview.io