TECHNICAL PAPER Live Guide Co-browsing Netop develops and sells software solutions that enable swift, secure and seamless transfer of video, screens, sounds and data between two or more computers over the Internet. For more information, see www.netop.com.
Contents 1 Live Guide Co-browsing Overview... 2 1.1 Features... 2 1.2 Supported sites... 2 1.3 Supported Browsers... 3 1.4 The technology... 3 2 How Co-Browsing Works... 4 3 Co-browsing with sticky notes... 7 Copyright Netop 2016. All rights reserved 1
1 Live Guide Co-browsing Overview Co-browsing allows visitors of a web page to interact with each other in real-time. Being able to point out something on a page really helps people understand. Co-browsing is 100% Web Based; no download, no plugin, no java required. It works on any platform: Windows, Mac and Linux, and any device: desktop, tablet and mobile device. 1.1 Features Below is the complete list of features provided by the Live Guide co-browsing: Https support. Co-browse over securely websites. Authentication support. Co-browse on websites that requires users to log on, like personal accounts, admin consoles or web applications. Support the customer where he is Navigation support. Use the back and forward buttons to navigate to a previously visited web page. Mouse over. Synchronize drop-down menus, images zoom on webshops, etc. Mouse movements. Every participant has his own name and mouse movements are synchronized within a co-browsing session. History of URLs browsed. Go back and forth within a co-browsing session. Notification system. User actions like, page navigation are visible to all participants through the notification system. Highlight. The operator can indicate to the customer specific information by right-clicking on the specific area; it will highlight green and blink. Resolution display. Co-browsing coming from various resolutions will be displayed on both customer and operator sides. Password field masking. To make co-browsing as safe as possible, password fields aren't synchronized. Form filling. Synchronize al different types of form fields, input boxes, radio buttons, dropdowns etc. From simple contact forms to complex dynamic order forms or web apps. 1.2 Supported sites The Live Guide co-browsing works on a large variety of sites including the ones developed with: Rich JavaScript content. Support for dynamic content changes or redirects via JavaScript. Iframes & frames. All frames on a web page are synchronized, mouse movements over different frames Ajax calls. Synchronize web applications with AJAX calls. Copyright Netop 2016. All rights reserved 2
1.3 Supported Browsers Live Guide Co-Browsing works with all modern browsers: Internet Explorer 9 and newer Firefox 10 and newer Google Chrome 10 and newer Safari 6 and newer 1.4 The technology In order for co-browsing to work, the Monitor tag needs to be embedded into the page that is being cobrowsed. This Monitor tag can be retrieved from Live Guide Administration > Code Builder. Notes: Co-browsing is an optional add-on. It can be trialed as part of the Live Guide trial. For information on pricing please contact us. While in a co-browsing session, if the customer navigates to a website which does not have embedded the Monitor tag, the co-browsing will not work. Copyright Netop 2016. All rights reserved 3
2 How Co-Browsing Works If co-browsing add-on is enabled, a new option is displayed under the Customer menu. It is called Start co-browsing. After clicking the Operator clicks Start cobrowsing, a prompt will be displayed on the Customer s side asking for permission to initiate a co-browsing session. Once the customer clicks Join, the Operator will be prompted to start the co-browsing session. Copyright Netop 2016. All rights reserved 4
Once the operator clicks the here link, the following happens: The operator s session is initiated in a new browser window starting from the Current page URL (the URL from where the customer clicked on the chat button). The Operator can close the session by clicking the Close button. This will close the co-browsing session but will not terminate the regular browsing session for the customer. The customer s session is initiated in the window where he/she has started the chat (where the customer clicked on the chat button). Copyright Netop 2016. All rights reserved 5
The Customer can close the session at any time by clicking the Stop button. This will not stop his browsing session. It will only close the co-browsing session (the Operator will not be able to see the Customer s session). Copyright Netop 2016. All rights reserved 6
3 Co-browsing with sticky notes The operator can indicate to the customer specific information by right-clicking on the specific area. The selected area will be highlighted in green and it will blink on the customer s side. Moreover, the operator can enter a sticky note to the highlighted area to indicate description of the area: Copyright Netop 2016. All rights reserved 7