Document Sharing

Document sharing is a feature that allows visitors and agents to share documents hosted on their computer with each other during the session. This is additive to our existing support for PDF and Excel Cobrowsing, which provides the ability to cobrowse PDF or Excel documents hosted on the customer website. Users can optionally save the files shared with them to their local computer.

• Only PDF, XLS, and CSV files are supported.
• Document sharing is only supported in Cobrowse 5.1 and later.
• Visitors can only share documents 5MB or less.

Enabling Document Sharing

To enable document sharing, select the following settings in Manage Your Account.

• Customer to share files from their computer
• Agent to save files that Customer has shared
• Agent to share files from their computer
• Customer to save files that Agent has shared

Agent-Initiated Sharing

If the agent would like to share a document with the visitor during a session:

1. The agent clicks the document share icon in the agent viewer > Share a document with the visitor.
2. The agent is prompted to choose a file from their local computer > Open.
3. The agent gets the opportunity to preview the file, then clicks Share.
4. The agent is cobrowsing the document with the visitor.
5. If this capability is enabled, the visitor can download the document to their local drive.
6. Click the X in the top-right corner to close the document.

Visitor-Initiated Sharing

If the visitor would like to share a document with the agent during a session:

1. The agent clicks the document share icon >Prompt visitor to share document.
2. The visitor accepts the request.
3. The visitor is prompted to drag or open a file from their local computer.
4. The visitor gets the opportunity to preview the file, then clicks Share.
5. The agent can cobrowse the document with the visitor.
6. If this capability is enabled, the agent can download the document to their local drive.
7. Click the X in the top-right corner to close the document.