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Co-Browse — Live Screen Sharing with Visitors

Last updated May 4, 2026 · 1506 views

Co-Browse — Live Screen Sharing with Visitors

Co-browse lets an agent see the visitor's current browser tab in real time and optionally take control to guide them through a process — filling out a form, completing a purchase, or navigating a complex workflow. Unlike screen share, co-browse is limited to a single browser tab and does not expose the visitor's desktop or other applications.

Starting a Co-Browse Session

Agent-initiated:

  1. In an active conversation, click the Co-Browse icon in the conversation toolbar (the cursor-in-box icon).
  2. A request is sent to the visitor. They see a prompt: "Your agent is requesting to view your screen. Allow?"
  3. Once the visitor accepts, the agent's screen shows a live view of the visitor's current page.

Visitor-initiated:

If the co-browse widget is embedded in your site, visitors can click Share Screen in the chat window to initiate a session themselves.

What the Agent Can Do

  • View mode (default): The agent sees the visitor's page but cannot interact with it. Useful for understanding exactly where the visitor is.
  • Guide mode: The agent's cursor is visible on the visitor's screen as a colored dot, allowing the agent to point at elements and guide the visitor verbally.
  • Control mode: The agent can click, scroll, and type on the visitor's page. The visitor can see all of the agent's actions in real time. The visitor can revoke control at any time by pressing Esc or clicking End Control.

Privacy and Security

Co-browse is designed to be safe for both parties:

  • Password fields are always masked — the agent never sees password input values, even in control mode.
  • Sensitive fields can be additionally masked — add the CSS class cobrowse-mask to any page element to hide it from the agent's view (e.g., credit card fields, SSN inputs).
  • The visitor controls the session — the visitor can end the co-browse session at any time without ending the conversation.
  • Only the browser tab active when the session started is shared. If the visitor opens a new tab, the agent does not see it.

Installing the Co-Browse Widget

Co-browse requires a small script in your website's <head>. It is included automatically when you install the standard Velaro chat script. No additional installation is required unless you have a custom deployment.

To mask specific elements, add the cobrowse-mask CSS class to your HTML:

<input type="text" name="ssn" class="cobrowse-mask" />

Co-Browse in Mobile Browsers

Co-browse is supported in mobile browsers (iOS Safari and Android Chrome) when the visitor accesses your site from their phone. The agent sees the mobile view of the page. Control mode is supported for tap and scroll actions.

Session Recording

Co-browse sessions can be recorded for QA and training purposes. Enable recording under Settings → Co-Browse → Record Sessions. Recordings are stored for the same duration as conversation transcripts and are accessible from the conversation record under Attachments → Screen Recording.

Requirements

  • The visitor must be in a live web chat conversation (not SMS or WhatsApp).
  • Available on Professional plan and above.

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