Co-Browse
What is Co-Browse?
Co-browse provides a shared web browsing experience for agents and customers. Agents or customers can lead the secure session to identify issues, troubleshoot and reach resolutions while collaborating in real-time.
Co-browsing lets an agent see the same web page the customer is viewing and, with permission, guide them through it. Unlike general screen sharing, it is usually limited to the organization’s own website or application, and sensitive fields such as passwords or payment details can be masked so the agent never sees them. It is commonly used for form completion, account setup, checkout problems and navigating complex pages.
Co-browse is often combined with chat, voice or video so the agent can explain while showing. Teams typically measure its value through resolution on the first contact, fewer abandoned applications or transactions, and shorter handle times for navigation-related issues. Security and consent controls, such as who can take control and what is masked, are key evaluation points.
Related: AgentNow, Agent and customer engagement, First-contact resolution (FCR), AgentNow video engagement and co-browsing.