During a discussion with your visitor, you see the page he/she is browsing in the background of your discussion 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.
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, from the action pane of your chat box, you can ask a visitor to take control of the navigation from the "Take control" link.
This request is shown within the discussion in the visitor's chat box. The visitor can then accept or refuse the request.
3/ How the cobrowsing is displayed on the discussion panel
Once cobrowsing has been initiated, the visitor's page in the background of your panel is no longer greyed out (1) but coloured (2).
Note: We advise you to reduce the chat box for better visibility when cobrowsing.
When you carry out an action (for example moving from one page to another), a bar will indicate that the cobrowsing is loading. It is recommended to wait for the loading to be completed before carrying out the next action.
4/ Ending the cobrowsing
To return the control of the navigation to the visitor, click the link "Return the control" in the action pane of your chat box.
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 discussion panel (idz_hide)