Support Center

‣ What is Co-browse, how to use Co-Browse with a 4G Client Excellence Associate

What is CoBrowsing? 

It's similar to screen sharing, but it's restricted to just the browser.

There’s NO download needed to start this session, and the 4G Client Excellence Support Associate will only be able to view 4G web pages. This means they cannot see any other websites or anything else on your computer. 

What is the benefit of a Co-Browse session?

It allows the Associate to view your screen and to assist you with navigation and functionality questions while communicating over the phone or via chat.

Starting and Closing a Co-Browse Session with an Associate

How Do I Start a Co-Browse session with an Associate?

While in Prancer, you can click on ‘Support’ or the '?' in the upper right-hand corner of the page and select the option to ‘Co-Browse with Support’ from the drop down options.

You can also click on the Co-Browse link from within the 4G Clinical Help Center page.

When done successfully a small pop-up window will present in the bottom of your screen containing a unique session code and a privacy message.

Provide the ‘Co-browse session code’ highlighted in green to the support associate and they will begin to assist. 

Once the Client Excellence Associate has been connected to your session, you may see them ‘highlight’ sections on the page. This will appear as an orange box.

 

How Do I close or cancel a Co-Browse session with an Associate?

If you would like to cancel or close your session with support, please click on the ‘x’ to close out and then a new message box will appear asking you to confirm.

Once this appears please click on ‘stop’ to formally close out the session.