Introduction to Co-Browsing [00:04]: This video introduces the co-browsing facility, initiated to provide taxpayer assistance through the help desk.
What is Co-Browsing? [00:18]: Co-browsing allows help desk agents to access a taxpayer’s browser in real-time with a click of a button. With the taxpayer’s permission, agents can securely view and navigate the user’s browser to guide and assist them effectively.
Agent Capabilities [00:44]: Agents can annotate on the screen visible to the taxpayer and help them with tasks such as:
Filling applicable income tax returns or statutory forms.
Changing settings on the e-filing portal.
Completing transactions.
Providing suggestions and guidance related to the portal and its various services.
Security of Co-Browsing [01:06]: Co-browsing is completely secure and does not allow the agent to see any other data on the taxpayer’s desktop or computer. The taxpayer must approve the request before an agent can start a co-browsing session and can terminate the session at any time.
Co-browsing: A secure method that doesn’t require downloading any software. Help desk agents can instantly connect to the taxpayer’s browser with a single click. Agents can only see the active window of the taxpayer’s browser, providing a more private and secure experience. Agents can perform specific actions on the client’s browser to resolve issues quickly. It also includes “data masking” to hide confidential taxpayer data.
Screen Sharing: Requires both the agent and taxpayer to install a third-party application. The agent sees the user’s entire desktop, including any pop-up notifications. Agents cannot perform actions on the user’s screen; they can only give instructions. There is no data masking, meaning agents can see everything on the screen.
When a taxpayer calls a help desk agent, the agent may suggest using the co-browsing facility.
The taxpayer must log in to the e-filing portal using their user ID and password. They may also be asked to confirm a secure access message.
After logging in, the taxpayer scrolls down to the right corner of the dashboard and clicks “Co-Browser Help” [03:31].
A pop-up will appear, and the taxpayer can click “Agree” to start the co-browsing session, giving consent for the agent to browse the e-filing website with them. Alternatively, they can click “Get Live Help”. (Note: The session will be recorded).
Another pop-up will appear, stating that a secure co-browsing session is being prepared and that the agent will not be able to see any other open tabs or confidential information like passwords.
If the taxpayer clicks “Connect”, a “Support Pin” will be displayed on the screen [04:22].
The taxpayer must share this pin with the help desk agent over the call.
Once the agent enters the shared pin and clicks “Start Session”, the co-browsing session will begin, allowing the agent to provide annotations and guidance.
Benefits of Co-Browsing [04:48]: It is secure, simple, requires no installation or plugins, supports seamless navigation on the portal, saves time, and provides quick solutions. Help agents can highlight and annotate important points for the taxpayer’s benefit.
Further Information [05:01]: For more details, visit www.incometax.gov.in or contact their helpline numbers.