Co-Browse lets an agent see what a visitor sees on their own screen, live, from inside an active conversation. It's built into the chat widget your visitors already have loaded, so 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 to get started.

How it works

1. Agent requests it. From inside an active conversation, the agent clicks Request Co-Browse.
2. Visitor accepts. A consent prompt appears in the visitor's chat widget. Nothing streams until they click Allow. This happens every session.
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. If the visitor moves to another page on your site, the session carries on and the agent's view follows without asking again.

Co-Browse is never remote control. An agent can't click, type, scroll, navigate or run anything on the visitor's page, on any plan. Co-Browse Plus adds pointing and visitor-approved form fill, described below, and both are designed so the visitor stays in control.

Screen share in video chat is a separate feature. It is a video share the visitor starts from their own browser, and it is not Co-Browse.

Plans

Co-Browse is a per-agent-seat add-on, available on Starter plans and above. Enterprise plans include base Co-Browse for every agent, with no seats to buy. Plus features come from the Co-Browse Plus add-on.

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.

What agents can and cannot do

Privacy and security

• No installation required. Co-Browse is part of the chat widget you already have on your site.
• Consent required every time. Sharing never starts until the visitor clicks Allow. The visitor can pause, resume or stop from their own chat window.
• Masked and redacted before it leaves the browser. Every form input is masked. Elements you mark sensitive or no-record, and automatically detected card numbers and SSNs (plus email addresses and phone numbers on Co-Browse Plus), are removed or replaced before anything is sent to the agent.
• Protected pages. Capture pauses automatically on checkout, payment, billing, account, login and password pages. The agent sees "Visitor is on a protected page" until the visitor leaves it.
• 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, stop and each guided fill event are recorded in the conversation transcript. Field names are logged, never the values.

How to tag sensitive content on your page

Every input is already masked, and card numbers and SSNs are redacted automatically. For anything else, such as account numbers, names, addresses or health details, add one of these CSS classes to the element on your own page. Nothing to install, and the Velaro snippet doesn't change.

<!-- the agent sees the label but only stars for the number -->
<p>Account: <span class="sensitive">8841-22-9017</span></p>

<!-- the whole payment area is blank to the agent and can never be filled -->
<div class="no-record" id="payment-form"> ... </div>

<!-- also accepted -->
<section data-no-record> ... </section>

<!-- shown at the start, later changes not streamed -->
<div class="ignore-record">Live price ticker</div>

If you display regulated data (healthcare, financial) as plain text, tag it. For a blanket approach, turn on strict mask mode below.

Settings for your site

Go to Admin > Co-Browse. What your plan includes and what you switch on are separate, and both must agree. Each on/off setting can be Platform default, On or Off. Administrators and managers can change settings, and every change is logged. Moshky can change them for you too.

The Session history tab shows who ran each session, when, how long and how it ended (Completed, Declined or Abandoned), with search and filters. No screen content is stored.

Troubleshooting

• No Co-Browse button, or a "no seat" message: the agent needs a seat, and if "Who can start" is limited they must be on a listed team or role.
• Pointer or form-fill tools are greyed out: your site needs Co-Browse Plus, and the setting must not be Off.
• Form fill refused a field: it is a payment, password or one-time-code field, hidden or read-only, or inside a tagged area. This is intentional.
• The agent sees "Visitor is on a protected page": the visitor's page matches your protected pages list. Sharing resumes on its own when they leave.
• A session ended by itself: it reached the maximum length or sat idle. Session history shows which.

Related

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