User guide: agents

This guide can be used by agents to learn at a high-level how to use our software. 

Your specific integration may be different from this guide. If you are training agents on how to use our software in your own workflow, then using this guide alongside your own materials and integration is recommended as best practice. 

Starting sessions

Please contact your account administrator as sessions can start in multiple ways. The exact flow is decided by your team's integration with our software. This may be entering a 6-digit code, or clicking to connect to the correct device.

Using the device list refresh button

Press the refresh button to list devices again, e.g. if the correct device cannot be seen yet. A similar button is available in our integration user interface too. 

See more information about a device

You can expand the list of device information by clicking on the 'show more' button!

During sessions

Once sessions have started, you have a number of tools to use.

This information is for our default user interface. You may see fewer or additional custom tools available depending on your integration with the software!

  1. Laser pointer. To point to areas on the customer screen. 
  2. Annotation tool. To draw on the customer screen. 
  3. Clear annotations. To remove annotations from the customer screen. 
  4. Remote control (if enabled). To remotely control the customer screen.
  5. Full device mode (if enabled). To enable full device capability on the customer device. 
  6. Current URL (web-only). To see the current webpage the customer is on. 
  7. Device metadata. To see useful device metadata, e.g. network latency.
  8. Open in new tab. To make the screen bigger, open the session in a new browser tab.
  9. End session. To end the cobrowse session.

After sessions

Viewing a session recording (if enabled)

If session recordings are enabled, you can view your own session recordings after sessions have finished, e.g. to download and sent to your IT department for troubleshooting. See more information on Session recordings.

Setting your display name

You can set your display name in the user settings. Note: 

  • Your display name may be visible to the customer only if your team has enabled this. Contact your account administrator to see if your integration does this.
  • You may not be able to change this name if your team has developed a custom integration.

Something not working?

Please contact your account administrator with any issues you experience. They will then escalate to our team for support when needed!