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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

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. 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

 

3. 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)