Guide your customers interactively with co-browsing

Co-browsing is interactive and works two ways: the customer and agent browse a web page together, at the same time. Screen sharing, on the other hand, is one-way sharing: either the customer or the agent shares their screen. 

Plus, co-browsing works only on web pages that the co-browse code is installed on, whereas screen sharing allows participants to share their entire screen. Read more about the difference between co-browsing and screen sharing here.

Your agents can (1) escalate to co-browsing from a chat conversation, phone call, or other messaging, (2) start co-browsing from a live video call, or (3) schedule a co-browse session at a later date.

Then there are 2 ways to launch a co-browse session in 24sessions:

1. If the customer is already browsing the web page that you want to co-browse on, you share an access key - which the customer can enter by opening the co-browse widget on that web page
2. The agent shares the URL of the web page they want to start co-browsing on, i.e. a page that the HTML co-browse code is already installed on. The co-browse session then launches as soon as the customer opens this URL.

Yes, 24sessions co-browsing allows you to type, draw, point, click and scroll on the web page shared with your customer.

However, you can configure which co-browsing actions you want to enable: draw, type AND click, or just 1 or 2 of these options.

Yes, our co-browsing technology works after you install an HTML code on specific web pages. 24sessions uses Document Object Model (DOM), the most secure co-browse technology.

A co-browse session can only be started after the customer gives permission and enters a unique 12-digit access key. Both the customer and the agent can choose to stop co-browsing at any time.

You can also mask specific fields on a web page to hide sensitive customer data from the agent’s view. Simply block these elements from a CSS class on the web page you’ve installed co-browsing on.

No, you select which web page(s) agents and customers can co-browse on, and what information is shown during co-browsing, by installing a co-browse HTML code.

You can mask specific fields on the web page that you install co-browsing on, to prevent the agent from seeing sensitive customer information like credit card details, a personal identification number or bank account balance.

No, neither the agent nor the customer can take over the other participant’s screen. Co-browsing only allows them to point, type, draw, click and scroll on pre-selected web pages.

Participants can interact with each other, but always keep individual control. The agent as well as the customer can end the co-browsing session at any moment.

No, 24sessions cobrowsing only works on web pages that the co-browse HTML code is installed on beforehand.

Agents only see the information on the pre-selected web page they’re allowed to see – no other tabs, pages, documents or apps, in contrast with screen sharing.