CO-BROWSING
Shared browsing: the agent sees the same page as the customer
Co-browsing lets a 3CX Cloud LT agent see the website page the customer has open right now, point with the mouse and guide them step by step. The customer installs nothing, the session starts only with their consent, and the agent sees just that page — not the whole screen and not the device.
What is co-browsing?
Co-browsing (shared browsing) is a way for an agent to see the same website page the customer has open in their browser and help on it in real time. Unlike screen sharing, it transmits the page itself rather than a video of it, and unlike remote desktop control, the agent never gets access to the device.
The same page for both
Agent and customer see the same content at the same time — whatever the customer clicks, the agent sees too.
Not a screen copy
The page content is transmitted, not a video, so it works even on a slow connection.
Only the website page
Other browser tabs, apps and files stay invisible to the agent.
Pointer and highlighting
The agent can point with the mouse and highlight a field or button — the customer sees right away where to click.
How does a co-browsing session start?
The session starts from a chat or a call: the customer receives a short code or a link, confirms consent, and both see the same window. No app or browser plugin needs installing, and the session ends with a single click — from either side.
No installation
Works in a regular browser on desktop and phone — the customer downloads nothing.
Code or link
The agent reads out a short code or sends a link into the same chat.
Consent before the start
The session opens only after the customer confirms — and they see the whole time that it is active.
Ended with a single click
The customer can stop at any moment, and once it ends the agent sees nothing more.
What does the agent see — and what not?
Sensitive fields — passwords, card numbers, personal ID numbers — are masked already in the customer’s browser, so they reach the agent only blacked out. The agent never sees other tabs, files, the camera or device settings, and every session is logged with time, agent and the customer’s consent.
Field masking
Passwords, card and personal data are shown to the agent blacked out.
No access to the device
The agent cannot reach files, apps, the camera or phone settings.
Visible consent
The customer sees a status bar for the whole session and can stop it.
Session log
Who browsed together, when and with whom — visible in the log, as GDPR requires.
Where does co-browsing help most?
Wherever the customer gets stuck on the website: filling in a form, choosing a service or looking for a setting. A 3CX Cloud LT agent starts the session from the same chat or call already open in the Agent Desktop window, so the customer never has to explain what they see — the agent sees the same.
Help filling in a form
An order, registration or application gets completed together instead of being abandoned halfway.
Self-service and settings
The agent shows where the setting is in self-service instead of a long description in words.
Sales conversation
An offer, price list or demo is reviewed together — in the customer’s browser.
New customer onboarding
The first login and account setup happen with the agent alongside.
Frequently asked questions about co-browsing
How does co-browsing differ from screen sharing?
Screen sharing transmits the whole screen, so other windows are visible too, and the customer often needs an app. Co-browsing transmits only the open website page, works in the browser without installation, and sensitive fields on it are masked.
Can the agent control the customer’s computer or phone?
No. Co-browsing works only within the website page: the agent can point, highlight and help fill in fields, but has no access to files, other apps, the camera or device settings. That would need a separate remote support tool installed by the customer.
Does the customer need to install anything?
No. The session opens in a regular browser — on desktop or phone — after receiving a short code or link and confirming consent.
Does the agent see passwords and card details?
No. Sensitive fields are masked already in the customer’s browser, so they reach the agent blacked out. Which fields to hide is configured on the website in advance.
Can the customer stop the session?
Yes, at any moment, with a single click. For the whole session the customer sees a status bar showing that the agent is browsing with them, and once it ends the agent sees nothing more.
How is co-browsing linked to chats and calls?
A 3CX Cloud LT agent starts the session from the same web chat conversation or call in the Agent Desktop window, so the customer stays in the same channel and the conversation history stays in one place.
Is co-browsing GDPR compliant?
The session starts only with the customer’s explicit consent, sensitive data never reaches the agent, and every session is logged with time and agent — which is exactly the accountability GDPR requires.
Together with co-browsing
Shared browsing starts from a chat or a call the agent already has open — the same 3CX Cloud LT tools.
See co-browsing live
We will show you a session from the code to the shared window on your website — and how sensitive fields get masked.
