Co-Browsing FAQ

Is there a timeout for sessions?

The session will end:

• after 10 minutes of inactivity from the agent

• after 1 minute of the user closing the tab

Is my customer's data secure?

Yes, UserView sessions are encrypted, we are SOC2 and ISO27001 certified, and GDPR and HIPAA compliant.

There are data masking options to hide elements like passwords and credit card numbers, making sure the information doesn't leave their browser.

What if the user goes to another tab?

If the user goes onto another tab where UserView isn't installed, the session will continue.

When they move to a tab where UserView is installed, your page automatically follows them.

Can I have more than one person on a session?

You may have multiple members of your team on the same session, however since you are looking at one user's screen, you aren't able to invite another user.

Does UserView record everything?

Recording is optional, but once enabled every cobrowsing session is recorded. It also only starts when a cobrowsing session is initiated, anything a user does prior you sending a cobrowsing request is not captured in recording.

Can I have multiple sessions open at the same time?

Yes you are able to have more than one cobrowsing session with multiple users running.