FAQ
Straight answers.
Something else on your mind? Ask us directly, or see it yourself in the live demo.
No. Passwords, card numbers, one-time codes and any field the business marks are masked on your own device, before anything is sent. The agent sees bullets or “HIDDEN” in their place, and remote control never types into those fields.
No. Bona runs in the customer’s normal desktop browser, from the one script tag on your site. To share their screen, they click “Allow”. There’s nothing to download.
The session follows them to other pages of your site in the same tab, from the cart to checkout, say. Your agent stays with them, and they aren’t asked for consent again. They can stop sharing at any time.
No. Pointing and drawing need no extra permission, but clicking and typing do: the customer has to click Allow control in a second, separate prompt. Even then, remote control never types into protected fields, and the customer can take back control at any moment.
No. Page content flows over an end-to-end encrypted, peer-to-peer connection between the customer’s browser and your agent’s. If a firewall blocks a direct link, the stream is relayed, still end-to-end encrypted, so the relay can’t read it either. Our servers only connect the two sides and never see the page. They only see what’s needed to route the session: the page address and title, plus any visitor name or email your site chooses to pass.
Screen sharing sends a video of whatever is on screen and hopes the agent looks away. Bona rebuilds your web page in the agent’s browser, so it stays sharp, sensitive fields are masked before anything is sent, and the agent can point, draw and, after a second Allow, help directly on the page.
Chat works in phone browsers today, with your AI or your team. Screen sharing is built for desktop browsers, and polishing it for phones is next.
Only what the customer allows. In chat it sees the conversation. If the customer lets it see the page, it gets an outline of the masked page: never passwords, card numbers or anything else masked on their device. It can suggest a click or an answer to type, but the customer confirms each one, and it never touches payments, protected fields or other sites. It is always labelled as AI.
One agent signed in at that moment. Logins are unlimited, so you buy seats for the most agents online at the same time, not for everyone who has a login.
From 100 agents you buy a band of seats online at once: 100, 250, 500, 750 or 1,000, from R18,900 a month, paid by invoice and EFT. Want to try it on a live floor first? The 30-day pilot covers up to 50 seats for R4,990 once, credited in full when you sign for 12 months. Talk to us.