Co-browser FAQ – The co-browsing (collaborative browsing) function of the IT portal

Co-browser FAQ – The co-browse (collaborative browsing) functionality of the IT portal is now available for taxpayers

Co-browser FAQ

  1. What is co-browsing and how does it help taxpayer service?
    Co-Browsing, also known as Collaborative Browsing, allows Helpdesk agents to collaborate with the taxpayer’s browser in real time, with the click of a button. Agents can securely view and co-browse on the taxpayer’s browser screen and interactively guide them to provide real-time, personalized assistance.
  2. What can I do with co-browsing?
    During a co-browsing session:
  • The help desk agent gets an accurate visual representation of the taxpayers browser screen.
  • Agents can also annotate the taxpayer view on the screen, help complete ITR forms, other statutory forms, change settings, perform transactions, find taxpayer help and reference materials and even upload documents.
  • Agents can help taxpayers navigate, scroll, type, and highlight areas of interest on the same browser tab in real time.
  • Co-browsing is easy to use. It can be easily combined with live chat, phone to solve customer problem faster.
  1. Does co-browsing allow the agent to view other data?
    No. Co-browsing does not allow the agent to see any other data on the taxpayer’s desktop or computer. Additionally, the taxpayer must approve the request before agents can start the co-browse session. The taxpayer can also end the co-browse session at any time if they wish to end the discussion.
  2. How do I start a co-browse session from the end of the Helpdesk agent?
  • The agent will receive the call and the CRM popup in front of the agent.
  • The agent will speak to the taxpayer and tell them where to find the co-browse button on the income tax portal.
  • The taxpayer must generate a PIN code and share it with the agent.
  • The agent needs to click on the CB button on the CRM, which will take them to co browse the URL.
  • The agent must enter the PIN code shared by the taxpayer in the screen displayed to the agent and click on the start session button.
  • Once the agent clicks the Start Session button, the co-browse session starts and the agent can guide the taxpayer.
  • Once the taxpayer has obtained the answers, he can click the STOP button at any time. Once the session has ended, the Agent will no longer see the Taxpayer’s browser
  1. How co-browsing works
    When the taxpayer starts a session, the browser sends a request to the co-browser’s proxy.
  • The request is then modified to make it look like the original request came from corbrowse. incometax.gov.in.
  • This request is then forwarded to the original site that the manager wishes to co-navigate.
  • The website sends the response back to the co-browser’s proxy.
  • The Co-Browser proxy then modifies the data so that it can be loaded into an iframe that relies on the original page.
  • The leader and follower now interact with the website when loaded in the iframe. From that point on, there is only communication between the user’s browsers and the proxy, and requests no longer have to be sent to the originating website all the time.
  1. Benefits of using co-browsing
  • the co-browsing solution does not require any installation or plugin
  • seamless navigation, reduced average processing time and increased resolution rates
  • Highlight and annotate important points
  • Easy to use with easy integration resulting in increased customer satisfaction
  1. What is the difference between co-browsing and screen sharing?
Co-browsing Screen sharing
Co-browsing is a more convenient form of visual engagement because it requires no software downloads. Agents can quickly log into taxpayer browsers with the click of a button. Both the agent and taxpayer must install a third-party app like Zoom or Google Meet before they can share their screens.
Co-browsing provides a much more private and secure experience for the taxpayer as the agent can only see the taxpayer’s active browser window and nothing else Service reps can see the entire customer desktop or any notifications that may appear.
The agent can perform specific actions on the client’s browser (like highlighting, annotating, clicking, filling out forms), helping taxpayers by quickly resolving their queries. Agents cannot perform any action on the taxpayer’s screen and only provide spoken instructions during a screen sharing session.
Most co-browsing software comes with a feature called data masking that hides confidential taxpayer data (like passwords) during a co-browsing session. Screen sharing does not provide data masking, allowing officers to see everything on the taxpayer’s screen.

Source: https://www. incometax.gov.in/

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