Inbound Cobrowsing: This Much Requested Feature Just Dropped!

Cobrowsing with Fullview is no longer a one-way street. Customers can now request cobrowse sessions with your agents.
Published on: Apr 21, 2024
Last updated: Apr 22, 2024

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Customer service moves fast; providing immediate and effective support for your customers is more important than ever. That’s why we’re super excited to announce the launch of our new inbound cobrowsing feature!

Effortless connection with just one click

Whereas before, only agents could initiate a cobrowsing call with a user, now your end users have the power to request a cobrowsing session with one simple click.

Once a customer sends a cobrowse request, they're automatically added to a queue visible on your Fullview dashboard and synced across all your agents. This allows them to efficiently manage incoming requests and swiftly start cobrowsing sessions. This streamlined approach ensures no customer waits too long, and support is always a click away.

How it works

For Customers:

Here’s how simple it is:

  • Customers click to request a cobrowsing session and are immediately added to a queue.
  • They are notified of their position in the queue, keeping the process transparent.

For Agents:

From an agent's perspective:

  • An "Inbound Requests" badge appears at the top of the navigation bar, showing how many customers are waiting.
  • Agents can view all waiting customers in a modal by clicking the badge and can choose to start a session with the next-in-line customer with just one click.

How Fullview’s inbound cobrowsing enhances your customer service

The new inbound cobrowsing feature allows your support workflow to function much more smoothly. It will also help you ensure that no customer in need of assistance ever slips through the cracks.

  • Immediate Assistance: Customers can request cobrowsing sessions instantly, reducing wait times and enhancing satisfaction.
  • Increased Engagement: Real-time interaction boosts engagement, allowing agents to address concerns as they occur.
  • Streamlined Support Process: Agents receive cobrowsing requests in a centralized dashboard, enabling them to manage multiple requests efficiently and prioritize based on urgency.
  • Enhanced Transparency: Customers are informed of their position in the queue, setting clear expectations and improving their overall experience.
  • Better Resolution Rates: Quick and direct communication helps resolve issues faster, increasing first contact resolution rates.
  • Improved Customer Confidence: The ease and reliability of getting support when needed can increase customer trust and loyalty.
  • Scalability: Efficient handling of multiple requests ensures scalability of customer service operations during peak times.

How to integrate Fullview’s inbound cobrowsing

This feature is available on the enterprise plan. For more information about how to implement it, please read our documentation or get in touch via the Intercom chat at the bottom of your screen.


Dorin Tarau

Co-Founder / CPO


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