Get help with Co-browse

ARTICLE TAKEAWAYS

  • What Co-browse is
  • How to share your browser window with a Capital Group associate using Co-browse
  • What a Capital Group associate can see and do during a Co-browse session

Co-browse gives you the ability to share Capital Group’s website with an associate in one of our service centers from your screen’s browser window. This allows the associate to provide you with specific guidance and assistance on the website.

To use Co-browse, the associate you’re speaking with will direct you to select the Co-browse link, located at the bottom of any Capital Group webpage. When the link is selected, a message box appears, asking Mind if I browse with you? Once you accept, a unique one-time code appears. You must provide this code to the associate for them to be able to view your browser window.

While sharing with Co-browse, a yellow box displays around the browser window on your screen. The associate is able to see only the capitalgroup.com webpages contained in the highlighted browser window.

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While speaking with an associate from Capital Group, they will direct you to:

  1. Click the Co-browse link from the bottom of any Capital Group webpage. A Mind if I browse with you? message box will display on your screen.
  2. Click Accept
  3. Provide the one-time code displayed in the message box to the associate

The associate is able to see only Capital Group’s website contained in the yellow highlighted browser window on your screen. If you toggle to any other website or a different window on your screen, the session will pause, and the associate will see a blank screen until you toggle back to the Capital Group website.

The associate can scroll up and down on a page and move the cursor in the window. They are unable to click or complete any actions on your screen.

Co-browse displays a yellow box around the shared browser window. A bubble with the associate’s first name displays next to the cursor while they are maneuvering it on your screen.

Note: Once a Co-browse session is ended by you or the associate, you must initiate a new session to share your browser again. You will need to accept the invitation to the session, then provide the associate a new one-time code.

No. Co-browse is accessible only after a web user goes to the Co-browse link, selects Accept and provides the one-time code to the associate they are speaking with. The associate cannot see the browser window until they enter the code in their system. When the associate or the web user clicks End, the session is over. If Co-browse is needed again during the call, the user must start a new session and provide a new code to the associate.

No. Co-browse uses a secure connection to prevent outside individuals from taking control of your device or seeing confidential information.

Co-browse does not allow access to any personal/confidential information stored on your device.

No. Co-browse is one tool that service center associates have available to assist you in using Capital Group’s website. If you choose to not use Co-browse, assistance and guidance can be provided through other methods.

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