Watch and take over a browser session
Follow what the agent does in the browser, then take the keyboard yourself when a page needs a person.
Before you start
Your account needs the browser plugin grant, and the session has to be open in this conversation. Sessions opened from another conversation never appear here.
Find the live tile
A running session shows a small tile above the composer, at the bottom right. The tile shows a refreshed picture of the page, so a reload or a scroll through older messages does not lose it, and it leaves when the session closes.
The tile belongs to the conversation that opened the session. You see one tile per running session, and none while you look at a sub-agent. Closed sessions leave no history here.
A session does not survive a restart: when Chetty stops, every browser session closes and the tile is gone until the agent opens a new one. A Project desktop behaves differently and keeps running.
Open the live view
- Select the collapsed tile. The one live view for that session opens.
- Use the address bar and the Back, Forward and Reload controls inside the view.
- Close the view to return to the refreshed picture. The address stays visible in the enlarged controls, including on a phone.
On a phone the enlarged view is watch-only, so open the conversation on a desktop to click in the page.
Take control
- When the agent asks for help, the collapsed tile shows a pulsing Take control. Select it to enlarge the session.
- The live view now takes your keyboard and mouse. The tile shows that you hold control instead of a refreshed picture.
- Select Return to agent when you are done. The agent sees the current page title and address.
The agent and you never control the display at the same time, even when the account has several sessions open. A takeover belongs to the viewer that took it, and reopening the view does not restore control on its own.
Your takeover expires unless the browser keeps it alive. The default lease is 120 seconds, and an administrator can set it between 30 and 600 seconds.
Tip: The live view sends the full display image to every viewer, so more viewers use more bandwidth. The configured display width sets the virtual screen, not the height of the page: Chrome's tabs and address bar take part of that space.
When the agent waits for you
An agent that wants control waits until you release it, disconnect, or your lease expires. If an agent action is still running when you take control, the handover stays pending and the pointer and keyboard stay view-only until that action stops.
Close a session
Close session in the live controls ends the session and its tabs. Your profile and sign-ins remain stored, so open Browser in your account area when you want to clear them.
If it does not work
- The live view shows a connection error: the agent's browser tools may still work, so ask it to continue and read the page result in chat.
- Clicks seem ignored: an agent action is probably still running, and the handover is pending until it stops.
- The page picture never changes: the session may be idle. Activity from the agent, from you or from a viewer keeps it alive until the hard limit.
- You cannot click on a phone: the enlarged view is watch-only there.