Co-browse overview


With PureCloud Co-browse, customers can share their view of a webpage or web application with an agent. After sharing starts, sharers can see where agents click on the page. Co-browse provides the following features:

  • Ability for agents or sharers to start a co-browse session from an existing chat interaction
  • Zero downloads for sharers
  • JavaScript API for integrating co-browse with your website
  • Configurable masking rules for sensitive data
  • Cursor mirroring that allows sharer and viewer to see each others’ cursor movement
  • Click annotations that show both parties where the other user clicks
  • Unlimited number of participants
  • Industry standard encryption for both data at rest and data in transit
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How co-browse works

During a co-browse session, co-browse sends any changes to your website’s Document Object Model (DOM) to PureCloud. The DOM describes the underlying structure of webpages. Co-browse then uses this information to build the same page the sharer sees on the agent’s screen seamlessly. Co-browse watches for any change on the page, such as scrolling, clicking, or text typed in a form field. When there is a change to the DOM, co-browse sends the change to PureCloud and updates the agent’s view in real time.

Because co-browse watches for updates to the DOM, it is lightweight and fast. Co-browse only sends textual information, as opposed to video of the sharer’s screen, and only sends information when there is a change instead of continuously streaming. This architecture also provides security, because when you configure masking, agents cannot see any information that you mark as sensitive, and that information never leaves the sharer’s system.