The Live View feature provides customer support agents with a co-browsing session that mirrors the customer’s display within Noibu’s console while still maintaining the customer’s privacy via Noibu’s PII blocking approach.
This feature is currently in beta, which means it’s still in development as we test and evaluate. Functionality of beta features may be limited and may change without notice.
Once a customer has generated a Help Code, Noibu can enable a customer support agent to see exactly what’s on the customer’s screen for real-time troubleshooting. Note that if generating Help Codes programatically, the alertUser parameter must be set to True to initialize a live co-browsing session.
Navigate to the “Live View” page via the left-hand navigation. On the Live View page, you will see a dropdown menu, which contains a list of all currently active help codes.
Choosing a help code from this drop down list will open up a co-browsing session within Noibu. You can see the path of the customer’s cursor traced in red as you investigate their problem and walk them through a solution.
A live co-browsing experience ends when the customer closes their browser tab/window, navigates to a different website or subdomain, or loses internet connectivity. Additionally, connection to a live session expires if no customer support agents has begun watching it within 2 minutes. A customer can re-initialize a session at any time by generating the help code again.
After it expires, each live session is converted to an on-demand session recording. If a customer support agent is unable to resolve the issue in real-time with the customer, they may need to escalate their support ticket for further investigation. Including the same six-digit help code in that ticket allows technical teams to review the session recording later.
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Learn more about diagnosing issues in on-demand session recordings.