Co-Browse viewing and Control Mode
View the visitor's page, highlight what to use or act on the page through permitted Control Mode.
What it is
An accepted Co-Browse session has modes for watching, highlighting and controlling the visitor's website page. The shared view follows page changes, input and scrolling. Your permissions determine whether Control Mode is available.
Who uses it and why
- Operators watch the visitor's progress, point to an item or carry out supported page actions.
- Visitors receive highlights and, where configured, approve an additional request before operator control begins.
Where to find it
Use the toolbar in an active Co-Browse session. Its controls include Play Mode, Highlight Mode, Control Mode, Refresh and End Co-Browse Session.
How it works
- Start Co-Browse and wait for the visitor to accept and for the page to load.
- Use Play Mode to follow the visitor's page as it changes.
- Select Highlight Mode to point out a page element or area to the visitor.
- Select Control Mode, if available, to send supported clicks, field changes and scrolling to the visitor's page.
- If the website requests additional approval, the toolbar shows Awaiting Approval. The visitor accepts or rejects the control request. Rejection returns you to viewing.
- Return to Play Mode when you have finished acting on the page, or choose End Co-Browse Session to finish sharing.
The page view updates as the visitor navigates. A navigation or reconnection message can appear while INSIDE waits for the page to become available again.
Configure it
Your operator access setup includes Allow Control Mode under Co-Browse permissions. Ask someone with the Settings role and the required operator permissions to check it in Settings › Account › Operators when control is unavailable.
Powerfront can change Request Control Mode Confirmation and its visitor-facing text in Settings › General Settings › Co-Browse. When this option is off, an operator with control permission can enter Control Mode without a second visitor approval after the initial Co-Browse acceptance.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Request Control Mode Confirmation | Settings › General Settings › Co-Browse | website | Off | Powerfront | When on, asks the visitor to approve Control Mode; when off, an authorised operator can enter it without a second confirmation. |
| Control Mode Confirmation Text | Settings › General Settings › Co-Browse | website | Agent is requesting for a Control Mode during this co-browse session, do you want to allow that? | Powerfront | Sets the additional visitor approval message when control confirmation is enabled. |
| Control Mode Confirmation 'Yes' Text | Settings › General Settings › Co-Browse | website | Yes | Powerfront | Sets the button for accepting the Control Mode request. |
| Control Mode Confirmation 'No' Text | Settings › General Settings › Co-Browse | website | No | Powerfront | Sets the button for rejecting the Control Mode request. |
Permissions
| Permission | Lets you |
|---|---|
| Co-Browse | Access an enabled Co-Browse session. |
| Allow Control Mode | Makes Control Mode available to the operator within Co-Browse. |
Limits and good to know
- Control applies to the shared website page. It does not provide access to the visitor's desktop or other applications.
- Masked and excluded content remains subject to the website's Co-Browse filters.
- Some page controls or embedded content may need website-specific compatibility work. Report the affected page and action to Powerfront.
- Use Refresh if the shared view falls out of step. A persistent layout or scroll problem may require a resource or scroll-selector change by Powerfront.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
The Co-Browse permission options control access to Control Mode.
- Co-Browse with website visitorsRequires
The visitor must first accept a Co-Browse session.
- Co-Browse privacy and security filtersConfigured by
Page filters, resources and the scroll selector affect the shared view.
Used by
- Co-Browse with website visitorsEnhances
Highlighting and permitted Control Mode add ways to assist within an accepted session.
FAQ and troubleshooting
Why is Control Mode missing?
Your Co-Browse permissions may disable Allow Control Mode. Ask someone with the Settings role and the required operator permissions to check your access.
Why does the visitor receive another request?
The website has Request Control Mode Confirmation enabled. This approval is separate from agreeing to the initial page-sharing session.
Can I help without clicking for the visitor?
Yes. Stay in Play Mode or use Highlight Mode to point out the relevant area.
Why does the shared page look out of date?
Wait for any navigation or reconnection to finish, then try Refresh. If the problem persists on the same page, ask Powerfront to review that page's Co-Browse compatibility.