Co-Browsing

Co-browsing is more targeted than general screen sharing — it specifically shares the browser tab or web application where the customer needs help, without exposing other applications or personal information on their screen. This makes it more privacy-friendly and less intimidating for customers. Co-browsing is particularly effective for e-commerce (helping customers complete purchases), SaaS onboarding (guiding through product setup), form completion (assisting with complex applications), and visual troubleshooting (seeing exactly what the customer sees in the web app).

Agents can highlight elements, click buttons, fill in fields (with permission), and draw annotations to guide the customer. No software download is required — co-browsing works directly in the browser through embedded JavaScript. AI enhances co-browsing by predicting which page element the customer is struggling with and proactively offering guidance.