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Cobrowsing with chat customers
Answer ID 2658   |   Last Review Date 08/14/2019

What is "cobrowsing" and how do I use it with Chat customers?

Environment:

Chat, Cobrowse
Oracle B2C Service

Resolution:

Cobrowsing lets customers share their desktop with agents who are helping them on the telephone or during a chat session. Staff members can guide customers through web pages using their mouse or other pointing device to demonstrate actions. In effect, they take control of the customer's browser to show the customer how to complete an action. Cobrowse helps eliminate the confusion that can arise when giving instructions to customers through dialog or text. Cobrowse is also effective for assisting customers in filling out forms or completing a sale.

Your Oracle B2C Service administrator must enable Cobrowse before you can use this feature with a customer. For further information on Cobrowse, refer to the Cobrowse Overview section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products. You can also join discussions and post questions within the Communications Channels forum.

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