Co-browsing

Articles

(13)
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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-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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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-browsingCreate a Co-browsing AssetAfter you have enabled the feature and acquired the license, y

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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Customer-Initiated Co-Browsing

Enter Co-browsing session for agents in the care console.The 'Enter Co-browsing' session feature has been designed to accommodate scenarios where agents can commence co-browsing with customers without the need for an intervening live chat​The user experience (UX) is as follows: Customers share a 6-d

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

Knowledge Base Article

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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 ​​ Enablement: To enable this, please share a list of CSS selector

Knowledge Base Article

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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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Co-browsing on Mobile App

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, providi

Knowledge Base Article

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Co-browsing

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