Forms Collaboration with the Agent

An extension of the Web Collaboration feature is Forms Assistant, that allows you and the Customer Service Agent to fill out a Web form together. The Agent has the ability to view a Web form at the same time as you, along with the entries you make in the different fields. Each field of the form is visible to the Agent as you work through the form. Customer Service Agents also have the ability to fill out the form themselves, if necessary.

Note: Forms Assistant only works when the Visitor is connecting to the server using a Java or ActiveX enabled browser (and checks the box for "Web Collaboration"). If either of these conditions are not met, this feature cannot work.

In this example, the Agent has "pushed" a forms page to your browser which you must fill out before being allowed to download a trial version of some type of software. The notice "Started Web Collaboration and Forms Assistant" will be displayed on your browser, and after a moment the web page with the forms will now display on both the Agent's and your browser. Either party can enter information into the different fields. The Agent can make sure the form is being filled out properly, and answer any questions you may have.