Mobile co-apping
In-app collaborative support
Be where your banking customers are. Empower customers with real-time visual guidance – right within your mobile app.
Engage customers where they are
Mobile banking is now the primary touchpoint, yet many banks struggle to provide effective in-app support. Enable your agents to assist customers in real time, improving engagement and self-service adoption.
Augment in-app chat
Provide live guidance while customers interact via messaging.
Enhance in-app video & voice calls
Walk clients through in-app processes during video or voice calls.
Support phone calls
Support customers on the phone with PIN-based Co-Apping – or guide customers through banking apps and portals with secure outbound Co-Apping invites that meet anti-fraud requirements.
In-app guidance and navigation support
Customers often face challenges when navigating mobile banking apps. Co-Apping enables advisors to offer step-by-step guidance for a smoother experience.
Onboarding assistance
Help users complete account setup, security checks, and feature activation.
In-app navigation
Assist customers with fund transfers, making payments, or portfolio updates.
Portfolio reviews & advisory support
Review investment options and product information with your customers on the mobile app.
Security and compliance at the core
Ensure data privacy and regulatory compliance with built-in protections and audit logs.
Field masking and function blocking
Hide sensitive fields (e.g., passwords, personal data) from agents to protect customer information.
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Session control
Unblu-integrated apps only – external apps don’t work with Co-Apping to prevent accidentally sharing personal information.
Session recording & storage
All Co-Apping sessions can be recorded and securely stored for compliance, audit, or training purposes.
How it works
Fast, secure, and easy to implement.
Real-time mobile interface rendering
Co-Apping works by capturing and transmitting structured mobile app elements (not the entire screen), ensuring security and privacy.
Lightweight SDK integration
Implement Co-Apping by embedding the Unblu SDK within your mobile application – no complex development required.
The significance of Co-Apping in the era of mobile banking
An Unblu customer recently reported that their agents launched 300,000 Co-Apping sessions to solve customer issues in the first year after the implementation, compared to around 65,000 web-based Co-Browsing sessions in the same period.
This has proven that the rise of mobile banking has transformed the dynamics of everyday banking. As more customers are using mobile apps, banks can expect an increase in mobile-specific support requests. Extending embedded Co-Browsing to Mobile Co-Browsing is a crucial step to ensure mobile support and optimal customer service.
Frequently asked questions
How has Mobile Co-Apping impacted customer support metrics?
Mobile Co-Apping has delivered measurable efficiency and satisfaction gains across Unblu clients. Banks report up to a 40% increase in support efficiency, an 87 NPS from 203 banker responses, and a 92.6 System Usability Score. Customers describe sessions as useful, efficient, easy to use, and safe. By blending in-app collaboration with secure communication, Co-Apping helps financial institutions enhance digital service quality while maintaining personal, trusted relationships.
What are the technical requirements for integrating Unblu's SDK?
Unblu's Mobile SDK requires minimum OS versions – Android 5.0 (API level 21) or iOS 12.0 – and access to the Unblu Server SDK key for authentication. Developers can embed Unblu features such as Co-Apping, Secure Messenger, Video & Voice calls, notifications, and Live Chat directly into their native apps, enabling a consistent and secure digital interaction experience across all mobile platforms.
What is the role of AI Virtual Agents in Mobile Co-Apping?
While AI Virtual Agents handle automated self-service and quick message responses, Mobile Co-Apping focuses on high-value, human-led interactions. When an issue requires empathy, explanation, or tailored advice, advisors can instantly augment a chat conversation or call from bot support to a Co-Apping session. This seamless handover between AI and human assistance ensures continuity, combining automation efficiency with the personal guidance customers expect from trusted financial institutions.
How does Co-Apping compare to traditional web-based Co-Browsing?
Unblu's Mobile Co-Apping extends the power of traditional web-based Co-Browsing to the app environment. It offers the same secure co-navigation and field masking features, with added capabilities such as in-app audio support and seamless switching between chat, voice, and video. Designed for mobile banking, Co-Apping lets advisors guide clients step-by-step through complex transactions or forms, without requiring them to leave the app.
