Mobile co-browsing is a functionality that enables customers to share their mobile app screens, allowing service agents to view them through the Sprinklr console. This feature goes beyond simple co-browsing by offering additional capabilities such as suggesting screen control and annotation, providing a versatile set of options for assistance.

Mobile co-browsing addresses the growing demand for enhanced customer support within the brand's mobile app. By enabling agents to view and guide customers through their mobile app interface in real-time, this feature significantly improves the efficiency of issue resolution. It fosters a real-time, interactive, and personalized support experience, allowing agents to visually comprehend and promptly assist customers with their queries.

Agent Sends Co-browsing Session Request

Agents initiate a co-browsing request from Care Console via the 3-dots menu to ask the customer if they want to share their screen by sending an asset that captures the customer’s response.

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Customer Accepts the Request

Once the customer clicks the “Accept” button, the co- browsing session begins.

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Agent Requests Screen-control (If Needed)

Agent can request “Screen Control” which allows them to perform actions on the customer’s screen on their behalf.

Customer Ends the Request

Customer can end the co-brosing session when needed.