# 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.

*Release 3.3 · admin, operator, visitor*

**Settings › General Settings › Co-Browse** · **Settings › Account › Operators**

## 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

1. Open **Co-Browse** for the visitor. The console displays a waiting message while the visitor considers the request.
2. The visitor chooses **Ok** or **Decline**, unless your website uses different invitation wording.
3. After acceptance, the page loads into your Co-Browse view. The visitor sees **Co-Browse in progress...** and a **Close** button by default.
4. Continue helping while the visitor uses the page. Navigation can show a loading message while the next page arrives.
5. 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, on request | 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, on request | Sets the visitor's active-session message, with language-specific versions supported. |
| Close Button Text | Settings › General Settings › Co-Browse | website | Close | Powerfront, on request | Sets the visitor's button for ending the session. |
| Request 'Yes' Text | Settings › General Settings › Co-Browse | website | Ok | Powerfront, on request | Sets the visitor's acceptance button text. |
| Request 'No' Text | Settings › General Settings › Co-Browse | website | Decline | Powerfront, on request | 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, on request | 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

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): Operator roles control access to Co-Browse.
- **Configured in** [Co-Browse privacy and security filters](RTC-032.md): Masking and exclusion rules determine the page content shared with the operator.
- **Works better with** [Co-Browse viewing and Control Mode](RTC-031.md): Highlighting and permitted Control Mode add ways to assist within an accepted session.
- **Related** [Conversation history and search](CHAT-024.md): A linked conversation records Co-Browse session start and end messages in its history.
- **Related** [Joining calls and approving Co-Browse](VX-026.md): The visitor guide explains how to accept or decline a Co-Browse request.

### Used by

- **Required by** [Co-Browse viewing and Control Mode](RTC-031.md): The visitor must first accept a Co-Browse session.
- **Required by** [Co-Browse privacy and security filters](RTC-032.md): Filters apply to accepted Co-Browse page sharing.
- **Configures** [Joining calls and approving Co-Browse](VX-026.md): Co-Browse settings supply the visitor consent request and its button wording.
- **Enhances** [Visitor activity and availability](VIS-011.md): An accepted co-browse session changes the inactivity handling that would otherwise remove a visitor.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Co-Browse can be started for a supported visitor session.
- **Related** [Visitor names and session codes](VIS-017.md): A session code helps locate a visitor before requesting their separate co-browse consent.

## 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.