Screen sharing and co-browsing allows the Human Agent to resolve issues by looking at the customer’s screen and if required can also do co-browsing by getting mouse control to guide customers.
Human Agents can request screen share for the customers with whom they are having active chat.
The screen share request can be initiated by clicking on the “eye” icon as shown in the below screenshot.
Customer would be prompted for permission to allow the screen sharing with Human Agent.
Agent can view the customer screen once the permission is granted by the customer. Customer will see an option to end the screen sharing with the Agent.
Human Agent can then do co-browsing by clicking the “Mouse” button.
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