Common questions regarding cobrowse

Understand how our phone support agents use collaborative browsing to assist you

At Constant Contact, we're determined to provide you with the best quality support so you can spend less time digging for answers and more time using our tools to increase the success of your business. cobrowsing allows a Constant Contact Support agent to join you as you view and navigate your account, so they can help you troubleshoot problems:

• How does cobrowsing work?
• What are the benefits of cobrowsing?
• Is cobrowsing secure?
• Does cobrowsing require plugins or downloads?
• How is cobrowsing different from screen sharing or desktop sharing?
• Which Constant Contact Support channels offer cobrowsing functionality?
• How do you disconnect from a cobrowse session with a Constant Contact agent?

How does cobrowsing work?

Cobrowsing sends a support agent a visual representation of your current view from your Constant Contact account. The support agent assists you by securely co-navigating the website, and any changes made, by you or the agent, are updated in real-time so that you can both see them.

How are the benefits of cobrowsing?

Cobrowsing benefits customers who love visual coaching! We can all relate to the frustration of trying to explain something that someone else is not seeing. Having a human that can see what you see, and who can coach and direct you, is a much better experience. 

Is cobrowsing secure?

You are always asked to provide permission to allow a support agent to cobrowse with you.

• Cobrowsing does not give the support agent control over your computer.
• Support agents can't see your desktop, or other browser tabs.
• You don't have to download any files to begin a screen sharing session.
• You can end a cobrowsing session at any time.

Does cobrowsing require plugins or downloads?

Since cobrowsing primarily uses JavaScript, you don't have to sign into an application or worry about downloading plugins. Cobrowsing works on all modern browsers and devices, including mobile browsers.

How is cobrowsing different from screen sharing or desktop sharing?

Both desktop sharing and screen sharing may sound similar to cobrowsing, but they all work a little differently:

• Cobrowsing - Support agents can view and interact with the browser tab that's open and displaying your Constant Contact account. The support agent is restricted to Constant Contact and prevented from seeing other browser tabs or your full desktop. You aren't able to view the support agent's screen at all.
• Desktop Sharing - Either you or the support agent can display the entire desktop to the other party. Each party can interact with the shared desktop. (This is commonly used by IT departments.)
• Screen Sharing - Support agents can display parts of their desktop to you. You can't interact with the support agent's desktop. (This is a common tool for web-based meetings.)

Which Constant Contact Support channels offer cobrowsing functionality?

At this time, only Constant Contact phone support agents use cobrowse.

How do you disconnect from a cobrowse session with a Constant Contact agent?

Ending a cobrowse session is easy! All you have to do is click the Stop Showing button in the bottom right-hand side of the browser that's displaying your Constant Contact account.

Questions?