Viewing or taking control of the visitor's navigation (mirroring / cobrowsing)

During a discussion with your visitor, you see the page he/she is browsing in the background of your conversation panel (this is called "mirroring"). It is possible to take this further, and take control of the visitor's navigation to guide him/her through your site.

1. Definition

Also called "Screen Sharing". It is a mirroring functionality of the cobrowsing (integrated in the iAdvize discussion panel) which allows you to view the navigation of your site visitor.

Taking control of the navigation (also called "cobrowsing") means directing your visitor through your site by carrying out actions (clicking, completing forms etc.) on his/her behalf. These actions are reproduced on the visitor's screen.

2. The mirroring

The mirroring is visible as a whole. In preview mode, you have an overview of your visitor's navigation in the blink of an eye. You can even extend the mirroring in full-screen mode thanks to the small button Desk-step1-mirroring-Agrandi-EN05.1.png, without even opening a new tab, while keeping your chat window open!

full-mirroring-FR01.png
NB: It is possible at any time to reduce the chat window in order to see the whole screen of the visitor (button hide the conversation at the bottom)


full-mirroring-EN02.png


It allows you to follow your visitor's navigation in real-time. 

If you are used to taking control of the navigation, you will find this functionality from the mirroring in reduced mode as well as in full screen, by clicking on the button Desk-step1-Cobro-Agrandi-EN05.2.png

Mirroring is based on the dimensions of the display area of the visitor's screen (called viewport). In fullscreen mode, you can benefit from 2 mirroring display modes:

Desk-step1-mirroring-zoom-EN05.png
  • auto zoom: the mirroring automatically adapts itself according to the size of the visitor/agent screens. This mode is useful when, for example, the visitor has a larger screen size than yours: then the mirroring will be adapted for the operator view. The auto-zoom allows you to see the whole view of your visitor at once.
  • 100% zoom (real size): if you want to have a real view of what the visitor sees, then you always have the possibility to switch to this mode.

 

3. Taking control of the navigation

As an agent, you have two possibilities to ask to "take control" of the visitor's navigation :

  • Or, from the Mirroring pane at the top right of your chat window, you can ask the visitor to take control of his navigation by clicking on the icon Desk-step1-Cobro-Agrandi-EN05.2.png
  • Either, by opening the mirroring in full screen mode Desk-step1-mirroring-Agrandi-EN05.1.png, then click on the button co-browsing-EN02.png
By default, the mirroring is deactivated. It must be activated by clicking on the arrow on the top left of the conversation panel activer-mirroring.png

 

co-browsing-EN01.png


This request is shown within the discussion in the visitor's chat box. The visitor can then accept or refuse the request.

new-mirrocobro03EN.png


It is also possible to view the visitor's current page by clicking on the icon Desk-step1-mirroring-Agrandi-EN05.2.png from the visitor panel.


co-browsing-EN03.png

 

4. How the cobrowsing is displayed on the conversation panel



Once cobrowsing has been initiated, you can return the control at any moment, either by clicking on the button directly from the enlarged mirroring window, or on the button new-mirrocobro-visit-06.2.png.

 

new-mirrocobro-visit-06EN.png


The visitor has the possibility to stop the Cobrowsing at any moment too by clicking on the button in the upper right-hand corner :  new-mirrocobro-visit-06.1EN.png

 

Here are some related articles which we would encourage you to read too : 
- Preventing elements of the visitor's page from being shown on the conversation panel (idz_hide)