During a conversation, it is possible to visualise the page your visitors are currently on (mirroring). You can also take over their browsing (co-browsing). However, some elements cannot be technically reproduced yet.
1. Technical recommendations
- Bandwidth: In order to easily use the mirroring and co-browsing features, we recommend you to save 2 MB of bandwidth per agent. This is a high range, which varies according to the weight of the site you want to reproduce, and the number of simultaneous agents.
An undersized bandwidth will cause display problems and loss of grip. It will also have an impact on the overall stability of the conversation panel.
As an indication only, here are the results of our few tests on our environments:
- The conversation panel loading represents 1.4MB (without cache, but 40.5KB when reloading with cache)
- The conversation initialization represented 212KB
- Then a message sent on the advisor side consumed between 0.5KB and 1KB approximately
These tests are an example in context, it will also depend on the channels used on the console, the duration and the content of the exchange for each visitor.
- Supported browsers: Here is the list of the browsers supported by iAdvize.
To have the best possible experience with iAdvize, we recommend you to use the latest versions of Google Chrome, Mozilla Firefox and Safari.
- Domain: Make sure you authorise the *.iadvize.com domain in CORS Policy (Cross-Origin Resource Sharing), if applicable.
2. The limits of the mirroring feature
If visitors look at a page which contains the following elements, they will not be replicated on the discussion panel:
- iframes, including embedded Google Maps and videos
- canvas
- web components
Sensitive fields, such as passwords or credit card numbers, appear masked on the conversation panel.
3. The limits of co-browsing
The following actions cannot be taken into account when agents take control of visitors' browsing:
- The "hover" of the elements and menus will not be reproduced on the visitor's side as well as all the actions related to it
- Actions on Google Maps integrated into web pages
- The visitor must remain on the tab for which co-browsing has been activated for the time of the session
4. Troubleshooting: the visitor's page is not displayed
If the visitor's page does not display, or displays incorrectly, on your conversation panel, check the following points.
The Mirroring button does not appear
Mirroring must be allowed: in Settings > Advanced settings > Agent settings, tick "Allow agents to view the visitors' browsing on the website during the conversation". The Mirroring button in the toolbar then shows or hides the preview; your choice is remembered in your browser. It only appears for conversations coming from your website.
The visitor's browser is too old
The conversation panel then displays "The browser version that the visitor is using is outdated and is preventing us from displaying the content of the page." This happens with Internet Explorer before version 10, Safari before version 7 and the Android browser before version 4.4.
The page is heavy or the bandwidth is low
The heavier the visitor's page and the slower your connection, the longer the replication takes. We recommend 2 Mb/s of bandwidth per agent (see point 1).
The page's HTML structure is not valid
Invalid or unclosed tags can cause blank areas in the preview. You can check your pages with the W3C validator.
Your website uses Prototype.js
If your website uses the Prototype.js library in a version older than 1.7, the iAdvize tag may not load (websites created after July 2019), or the preview may stay blank.
Your network filters exchanges with iAdvize
A proxy or firewall can block the exchanges mirroring needs. The domains to allow are listed in Technical requirements needed for iAdvize.
If the problem persists, contact your technical teams or iAdvize support.