CoBrowsing

Business Background

If you have a complex form, this functionality allows two or more people to view the webpage in real time, sharing the same browser window. It’s incredibly useful for customer service scenarios where a support agent can guide a customer through a website or an application, pointing out features, filling out forms together, or troubleshooting issues directly on the customer’s screen.

Titan Solution

Use the co-browsing option in Titan Web as a helpdesk or support center to significantly improve customer satisfaction by reducing confusion and accelerating problem resolution.

How to Video

• 0:01 Introduction.
• 0:47 We show you how to enable co-browsing.
• 1:13 Learn how to set your email.
• 2:03 We show you how to add a subject to your email.
• 2:18 Learn how to navigate to the help icon.
• 2:31 View an email from Titan.
• 2:45 We show you how to complete the security check screen.
• 2:59 Learn how to complete the verification code.

How to Guide

1. Click the Gear icon to open the Project settings.
2. Select the Tools option.
3. Use the CoBrowsing toggle switch to enable the option and click the Gear icon. The CoBrowsing Settings screen opens.

4. Type the Email in the field.
   • This is the email address of the person you are requesting assistance from.
   • The invitation email will be sent when the user clicks on the Help icon on the webpage.
5. Type the Subject in the field.
6. If necessary, change the body of the email. The default message includes the project link and the project URL.
   • Use the All element drop-down list to add more interactive fields, such as the project name.

7. Select the Verify mail option and type the Subject in the field.
   • The recipient will need to log in and use the verification code before they can access your project.
8. If necessary, change the body of the email. The default message includes the Code field.
   • Use the All element drop-down list to add more interactive fields.

9. Select the Appearance option and click the Edit icon to change the icon, if needed.
   • Change the appearance of the co-browsing editor icon. The default is a question mark icon.
10. Click the Apply button.

The Help icon will be created on the preview screen and a pop-up will show that a request was sent.

An email will be sent to your mailbox. Select the link to open the project.

A Security Check pop-up will show. Type your email address in the field and click the Send code button.

A verification code will be sent to your mailbox. Type the verification code and click the Confirm button.

A communication platform will be displayed on both users’ screens. Start typing to assist.

When one of the users closes their screen, the commynication is disconnected.