Co-browse & screen share

Some of the longest and most frustrating contacts happen because a customer and an agent are looking at different things. The customer is stuck on step three of an application, an error message they cannot quite describe, or a settings page that has changed since the help article was written. The agent is trying to picture it from words alone. Genesys Cloud co-browse removes that gap. With the customer's agreement, the agent sees the same web page in real time and can guide them through it, so the problem is solved together rather than explained back and forth.

For contact centre leaders, guided assistance shortens difficult conversations, reduces repeat contacts and helps customers complete digital journeys they might otherwise abandon. It also teaches: a customer who has been shown how to do something once is more likely to self-serve next time. For digital teams, co-browse sessions reveal where pages confuse people. QVCCS helps you decide where co-browse beats explanation – complex forms, onboarding, claims, applications and account settings are common candidates – and where a simpler answer, such as a knowledge article, would serve the customer better.

Genesys Co-browse is a Genesys Cloud use case for real-time, guided web assistance, delivered today as co-browse for Messenger. An agent proposes a session during a web messaging conversation, or during a voice call by giving the customer a six-digit meeting ID to enter in the Messenger home screen. The customer shares their current browser tab, over https, with no download. Co-browse sends changes to the page's Document Object Model rather than video, so it is lightweight and masked data never leaves the customer's browser. Sessions have one sharer and one viewer, with cursor mirroring and click and drawing annotations, and the agent can take control or navigate only when the customer grants a request.

Co-browse needs no extra code beyond your existing Messenger deployment snippet, which is why it pairs naturally with web messaging. Genesys ended support for legacy co-browse and screen share for chat and voice on 27 January 2025 and now directs screen share needs to AppFoundry partners, so if customers must show agents something beyond your own web pages, such as a desktop application, we assess partner options with you or recommend a different journey. QVCCS works with your web and digital teams to plan the deployment, migrate any legacy co-browse, and confirm how sessions behave across the browsers and devices your customers use most.

Co-browse is only as trustworthy as its masking. Masking rules hide passwords, card numbers, security answers and other personal data from the agent's view while the customer continues to see and use them normally; read-only rules stop agents changing fields or pressing buttons; and sessions can pause automatically on chosen pages. The difficult part is being complete: dynamic forms, embedded components and pages added by other teams can all introduce fields nobody remembered to protect. QVCCS builds a masking inventory with your security and digital teams, applies it consistently, and adds masking checks to your website release process so new fields are protected before they go live.

Consent and control deserve the same rigour. We design the wording customers see when a session is proposed, decide when agents may request control and navigation, and define which pages pause or are excluded entirely – payment pages are an obvious example. We also think about the agent: when should they offer co-browse, how do they explain the meeting ID on a call, and what do they record afterwards? These decisions turn into agent guidance, scripts and wrap-up codes, so co-browse is used consistently rather than only by the few agents who discover it. Each one is recorded in the design decision log and traced to a test.

There are operational considerations as well. Co-browse sessions add time to an interaction while saving time overall, so service levels and handle-time targets may need adjusting for the queues that use it most. Supervisors need to know which teams use it and how often. Our architects document all of this in the design, including how co-browse fits with your web messaging configuration, voice flows, security policies and data protection obligations, so every stakeholder understands exactly what is visible to whom.

Co-browse sits at the junction of your website, your security policy and your agents' conversations, so we assemble the team from our own bench to bring those three together. A Senior Business Consultant / Business Analyst identifies the digital tasks that generate the most difficult contacts. A Solution Architect designs the deployment, masking, read-only and pause rules, and agrees them with your web, security and contact centre owners at design authority. A Software Developer works with your web developers to prepare pages and selectors, and a Trainer turns the agent workflow into guidance and role-based training. The distinctive test is field by field: our Systems Integration Tester runs real journeys on the browsers and devices that matter, from both messaging and voice, and hunts for any sensitive field that reaches the agent's view unmasked.

Masking usually fails in predictable places. Single-page applications rebuild parts of the page without a reload, so a field that appears after a customer clicks may escape a rule written for the first view. Components supplied by third parties, such as embedded payment or identity widgets, need their own decision: mask, pause or exclude the page entirely. Selectors based on page layout break when a designer moves a field, so we agree stable identifiers with your web team and record them in the masking inventory. Because the customer shares their current tab, journeys that open a new tab or pass to another domain need a planned agent response. Mobile layouts often differ from desktop ones, so each is tested separately rather than assumed to behave the same.

Websites change constantly, and every change can affect masking. We help you build masking checks into your web release process so new fields are protected before customers see them, and the masking inventory travels with the operational handover pack so your teams can extend co-browse with confidence. Genesys releases that touch Messenger or co-browse go through our release readiness review, and support and maintenance align to your Genesys Cloud CX consumption model, inside your provider's service or under a direct SLA. We review how often agents use co-browse, which journeys benefit most and where customers still struggle, then feed those insights to your digital teams. Over time, the pages that need co-browse least are the ones you have improved because of it.