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 '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!
- Laser pointer: To point to areas on the customer screen.
- Annotation tools: To draw on the customer screen.
- Remote control (if enabled): To remotely control the customer screen.
- Full device mode (if enabled). To enable full device capability on the customer device.
- End session. To end the cobrowse session.
- Device metadata. To see useful device metadata, e.g. network latency.
You can switch between the available annotation tools and draw in different colors: 
Disappearing ink annotations disappear automatically after a few seconds. Annotations with the pen, arrow and rectangle tools remain on the screen until cleared or the customer navigates to a different screen.
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!