# Co-Browse viewing and Control Mode

View the visitor's page, highlight what to use or act on the page through permitted Control Mode.

*Release 3.3 · operator, visitor*

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

## 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

1. Start Co-Browse and wait for the visitor to accept and for the page to load.
2. Use **Play Mode** to follow the visitor's page as it changes.
3. Select **Highlight Mode** to point out a page element or area to the visitor.
4. Select **Control Mode**, if available, to send supported clicks, field changes and scrolling to the visitor's page.
5. If the website requests additional approval, the toolbar shows **Awaiting Approval**. The visitor accepts or rejects the control request. Rejection returns you to viewing.
6. 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, on request | 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, on request | Sets the additional visitor approval message when control confirmation is enabled. |
| Control Mode Confirmation 'Yes' Text | Settings › General Settings › Co-Browse | website | Yes | Powerfront, on request | Sets the button for accepting the Control Mode request. |
| Control Mode Confirmation 'No' Text | Settings › General Settings › Co-Browse | website | No | Powerfront, on request | 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

### This feature uses

- **Requires** [Co-Browse with website visitors](RTC-030.md): The visitor must first accept a Co-Browse session.
- **Configured in** [Roles and permissions](ADM-008.md): The Co-Browse permission options control access to Control Mode.
- **Configured in** [Co-Browse privacy and security filters](RTC-032.md): Page filters, resources and the scroll selector affect the shared view.

### Used by

- **Enhances** [Co-Browse with website visitors](RTC-030.md): 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.