To ensure privacy and security, the CSR sees only the co-browsing enabled webpage. The CSR does not see other webpages or applications.

You can determine whether or not to allow the CSR to request control of the shared webpage. When a CSR takes control of the webpage, they can move the cursor, click links, or fill out forms. For example, the CSR can click a Check out button to help the customer complete a transaction. The customer can take back control of the webpage by clicking the End control mode button on the webpage.

You can mask or hide sensitive customer data, such as an account number. When a field is masked, the CSR sees only a portion of the value. When a field is hidden, the CSR does not see any portion of the data.

The following figure shows an example of a webpage with masked data and hidden data.

• Mask or hide sensitive customer information