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Glossary · C

Co-browsing

Advisor on a video call at a laptop

Definition

Co-browsing is a shared session on a web page in which an agent sees the customer's view and guides her through forms, while sensitive input stays masked.

Some requests do not fail on content but on the interface: a field nobody can find, a step that is unclear. Co-browsing solves this by letting both sides see the same page and move through it together.

#How co-browsing works

The customer starts the session, usually from a running call or chat, and confirms it explicitly. From then on the agent sees the page as the customer sees it. She can highlight elements and, where permitted, navigate herself.

Unlike screen sharing, it does not transmit the whole screen, only your own website. Other windows, tabs and notifications stay private.

A shared view during the conversation: step by step through the application, sensitive fields masked. Sample.

#Masking as the ground rule

Not everything the customer types may be seen by the agent. Account numbers, passwords, health details or ID data are masked for the other side. The customer sees her input; the agent sees placeholders.

Which fields are masked is decided centrally, not case by case. That follows the idea of data protection by design in Art. 25 GDPR.

#Typical uses

  • Applications and forms that are rarely filled in and therefore raise questions.
  • Advice on tariffs or products, comparing options side by side.
  • Accessible support for people who find a page hard to operate alone.

#What to settle before you start

Preparation

Which pages and forms are enabled for co-browsing.
Which fields are masked, and who decides.
Whether agents may only point or also navigate themselves.
How consent is requested and recorded in the case.

#Co-browsing in Univerx

You start co-browse & screen share in the Univerx Contact Center straight from a call or web messaging. Where identity and a signature are needed too, Univerx Kanal builds on the same shared view.

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    European Accessibility Act

    Since June 2025, Germany's Accessibility Strengthening Act has applied to many consumer services. Univerx sets accessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549 for web messaging, the Univerx Channel and self-service.

  • Advisor on a video call at a laptop
    Products

    Co-browse & screen share

    The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.

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    Products

    Web messaging & chat

    Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.

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    Products

    Privacy

    Your data stays your data: region choice within the EU, a sub-processor list, deletion and export, role-based rights and a data processing agreement under Art. 28 GDPR on request.

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