Co-Browse with website visitors
Ask a visitor to share a live view of their website page so you can help them during an engagement.
What it is
Co-Browse lets you see a visitor's website page while helping them. The visitor receives a request and chooses whether to accept before page sharing starts. Both you and the visitor can end the session.
Who uses it and why
- Operators use the shared view to understand where a visitor needs help.
- Visitors approve or decline the request and can stop sharing at any time.
- Administrators arrange availability and visitor-facing wording with Powerfront, then manage operator roles.
Where to find it
Select the visitor in the operator console and open Co-Browse. Powerfront manages the website options in Settings › General Settings › Co-Browse.
Your Settings role manages operator access in Settings › Account › Operators.
How it works
- Open Co-Browse for the visitor. The console displays a waiting message while the visitor considers the request.
- The visitor chooses Ok or Decline, unless your website uses different invitation wording.
- After acceptance, the page loads into your Co-Browse view. The visitor sees Co-Browse in progress... and a Close button by default.
- Continue helping while the visitor uses the page. Navigation can show a loading message while the next page arrives.
- Choose End Co-Browse Session to finish. The visitor can also choose Close.
A rejection or unsupported browser produces a message in the operator view. Where a conversation is linked, its history records the session start and end. Ending the session clears its active sharing state.
Configure it
Ask Powerfront to enable Co-Browse and configure the invitation, acceptance, rejection and active-session wording. These text settings support language-specific versions.
With the Settings role and the required operator permissions, give operators the Chat and Co-Browse roles as appropriate. Remote control has a separate permission and confirmation setting, described in the Co-Browse assistance article.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Co-Browse | Settings › General Settings › Co-Browse | website | Off | Powerfront | Makes Co-Browse available on the website for operators with the appropriate role. |
| In Progress Text | Settings › General Settings › Co-Browse | website | Co-Browse in progress... | Powerfront | Sets the visitor's active-session message, with language-specific versions supported. |
| Close Button Text | Settings › General Settings › Co-Browse | website | Close | Powerfront | Sets the visitor's button for ending the session. |
| Request 'Yes' Text | Settings › General Settings › Co-Browse | website | Ok | Powerfront | Sets the visitor's acceptance button text. |
| Request 'No' Text | Settings › General Settings › Co-Browse | website | Decline | Powerfront | Sets the visitor's rejection button text. |
| Request Message Text | Settings › General Settings › Co-Browse | website | The agent is requesting a Co-Browse Session with you. | Powerfront | Sets the invitation shown to the visitor before page sharing begins. |
Permissions
| Permission | Lets you |
|---|---|
| Co-Browse | Gives an operator access to Co-Browse when the website feature is enabled. |
| Chat | Provides the operator conversation role under which Co-Browse access is offered. |
Limits and good to know
- Sending the invitation does not mean the visitor has accepted it. Wait for the page to load.
- A browser compatibility message requires a supported visitor browser before the session can proceed.
- The console can report that a visitor already has a session. Resolve that session before starting another.
- Hiding the Co-Browse view is different from ending the session. Use End Co-Browse Session when assistance is finished.
- What you can see depends on the website's masking and exclusion setup.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Operator roles control access to Co-Browse.
- Conversation history and searchRelated
A linked conversation records Co-Browse session start and end messages in its history.
- Co-Browse viewing and Control ModeEnhances
Highlighting and permitted Control Mode add ways to assist within an accepted session.
- Co-Browse privacy and security filtersConfigured by
Masking and exclusion rules determine the page content shared with the operator.
- Joining calls and approving Co-BrowseRelated
The visitor guide explains how to accept or decline a Co-Browse request.
Used by
- Visitor activity and availabilityEnhances
An accepted co-browse session changes the inactivity handling that would otherwise remove a visitor.
- Visitor names and session codesRelated
A session code helps locate a visitor before requesting their separate co-browse consent.
- Visitor and conversation information panelsEnhances
Co-Browse can be started for a supported visitor session.
- Joining calls and approving Co-BrowseConfigured by
Co-Browse settings supply the visitor consent request and its button wording.
- Co-Browse viewing and Control ModeRequires
The visitor must first accept a Co-Browse session.
- Co-Browse privacy and security filtersRequires
Filters apply to accepted Co-Browse page sharing.
FAQ and troubleshooting
Why can I not see Co-Browse?
Check your Chat and Co-Browse roles. Ask Powerfront to check whether the website feature is enabled.
Why am I still waiting for the page?
The visitor may not have accepted the request yet. A rejection or browser incompatibility is shown separately in your view.
Can a visitor stop sharing?
Yes. The visitor can choose the active-session Close button. You can end the session from your console too.
Can we change the invitation wording?
Yes. Ask Powerfront to change the invitation and button text, including the language versions you need.