Why Operator Cannot Properly See Some Areas of Visitor's Screen?

CoBrowsing/Live Observation is restricted to the pages that have Glia scripts installed. 

iFrame within a page

When inline frames (iFrames) are used on the page to include any content from external resources then Glia scripts need to be injected into those iFrames as well. This is a requirement for CoBrowsing/Live Observation as Glia might not have access to the iFrame content from the top-level frame where Glia scripts are usually added on the page. Therefore, CoBrowsing/Live Observation functionality could be prevented due to the browser security policies (e.g. same-origin policy which prevents scripts from having programmatic access to the content of cross-origin resources).

An example of Operator view:

An example of Visitor view:

Third-Party iFrames with dynamic content

Since the iFrame content (e.g. 3rd party apps) can also be dynamic, then the CoBrowsing container would not get HTML DOM changes in the operator app from the visitor side. This means that HTML DOM will be initially loaded to CoBrowse container but won’t be updated during the session. This makes creating a new iFrame with the same URL on the Operator side simply not useful for CoBrowsing/Live Observation.

In simple words, every third-party iFrame integrated within a website should have Glia scripts installed as well. Otherwise, any changes to the page will be visible only to a person, that does them.

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