Co-Browse lets an agent see exactly what a visitor sees on their own screen, live, from inside an active conversation. It's built into the same chat widget your visitors already have loaded — there's nothing for the visitor or the agent to download, and no browser extension to install. When a session starts, Velaro's own recording library loads automatically; there's nothing for you to add to your site or configure yourself.

How it works

1. Agent requests it. From inside an active conversation, the agent clicks Request Co-Browse.
2. Visitor accepts. A simple consent prompt appears in the visitor's chat widget. Nothing streams until they click Allow.
3. Agent views live. The agent's viewer opens showing a real-time view of the visitor's page, including canvas elements, custom fonts, and dynamic content.

Co-Browse is view-only. The agent can see the page but cannot click, type, or otherwise control anything on it — there's no remote-control channel, only a one-way stream of what's already on the page.

Plans

Co-Browse is a per-agent-seat add-on, available on Starter plans and above. Enterprise plans include it free for every agent, no seats required.

Seats are purchased for your account and then assigned to specific agents (or to your whole team). An agent without an assigned seat can't start a Co-Browse session.

Privacy and security

• No installation required — Co-Browse is part of the chat widget you already have on your site; there's nothing for you to install, configure, or deploy yourself.
• Consent required every time — sharing never starts until the visitor clicks Allow, and the visitor can stop sharing at any point from their own chat window.
• View-only — the agent sees the page; they cannot act on it.
• Masked and redacted before it leaves the browser — sensitive fields you mark as sensitive or no-record, along with automatically detected card numbers, SSNs (and, on Co-Browse Plus, email addresses and phone numbers), are removed or replaced before anything is sent to the agent.
• Only the assigned agent can view a session — enforced on Velaro's servers, not just hidden in the interface.
• Every session is logged — request, accept, decline, and stop are all recorded in the conversation transcript.

Marking sensitive content on your page

Add any of these CSS classes to elements on your page to control what a Co-Browse viewer can see:

• sensitive — the element's text is replaced with placeholder characters; its size and position are still visible.
• no-record — the element is removed from the stream entirely; the agent sees a blank space.
• ignore-record — the element is included in the first snapshot but future changes to it are suppressed (useful for live counters or tickers).

Related

• Live Chat Training
• Compliance & Redaction (server-side transcript redaction — a separate system from Co-Browse's in-browser redaction)