Co-browsing

Articles

(11)
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Co-Browse Permissions

Tailor your co-browsing experience by controlling which features are available to your agents. You can enable specific permissions at the individual user level within workspace/global roles. This enables you to limit agents' access to functionalities like screen sharing and the ability to request sc

Knowledge Base Article

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Co-browsing

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Annotations

Offer real-time guidance and support, facilitating smooth customer interactions while with annotations​Customers can easily track agent annotations, leading to swift issue resolution and improved satisfaction​​

Knowledge Base Article

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Co-browsing

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Co-browsing Overview

Co-browsing will allow agents to get full visibility into the customer’s screen, enabling them to guide customers through product purchases, complex form filling, or confusing information on websites while maintaining privacy and security.​Sprinklr Live Chat's Co-browsing has the following bene

Knowledge Base Article

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Co-browsing

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Standard Co-browse Configuration

Enable Co-browse FeatureTo enable co-browsing, please raise a support ticket with the following details:Partner NamePartner IDConcurrent co-browsing sessions expectedNumber of agents who will be using co-browsingCo-browse availability (Web only or Web and Mobile Apps)Create a Co-browsing AssetAfter

Knowledge Base Article

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Co-browsing

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Screen Control

Use-cases:Enable agents to troubleshoot customer issues by directly accessing the customer’s screens, leading to faster issue resolution and improved customer satisfaction​Customers can revoke screen control/co-browsing anytime during the session User Experience:Agent requesting Screen control while

Knowledge Base Article

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Co-browsing

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Use Cases of Co-browsing

Following are some use cases of Co-browsing​Customer SupportAgents can use co-browsing to assist customers with navigating a website, filling out forms, or making a purchaseSales and DemostrationSales representatives can use co-browsing to give live demonstrations of a website or product and to answ

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Use Cases

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Data Masking​

Enhance data security by masking selected fields during co-browsing sessions ensuring agents won’t be able to see masked data on the website​Brands can even redact/mask specific URLs, resulting in the full page blacked out for agents ​​ Note: Data masking is not applied in Device sharing mode , wher

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Co-browsing

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Co-browsing Recording

Training and Quality Assurance, Compliance and Audit.​It serves purposes such as security monitoring, assessing agent performance, and deriving insights for improvement.  Enablement: To access and view these recordings in the Care Console, please reach out to support at tickets@sprinklr.com.

Knowledge Base Article

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Co-browsing

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Device Sharing Mode

Use-case:Ensure efficient problem resolution for tasks involving multi-application usage or document sharing, leading to improved CSAT​Perform troubleshooting, software installations, and system configurations directly on the customer's device.User Experience:Agents seek approval from user if t

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Co-browsing

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Reporting on Co-browsing

The metrics/dimensions that are available for reporting on co-browsing as well as some sample widgets are as follows: Metrics/DimensionsMetric/Dimension NameDescriptionCo-Browse Count The total number of co-browse sessionsCo-Browse DurationThe total duration of the co-browse sessionCo-Browse ModeThe

Knowledge Base Article

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Reporting

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