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, in real time.

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


Available by clicking on the "mirroring" button located in the toolbar on the right of the chat window, the mirroring is visible as a whole.

Mirroring will not be enabled by default for new agents who connect for the first time.
For others already on iAdvize, the mirroring status is kept in memory, so it will be enabled or disabled the next time they connect.

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!

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)


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:

  • 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



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


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.



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.



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)