Support AI Skill

Co Browsing Screen Sharing

Enable real-time co-browsing and screen sharing sessions between support agents and customers for visual troubleshooting and guided resolution. Use when implementing co-browsing tools, managing screen sharing sessions, creating guided walkthroughs, handling...

Co-Browsing & Screen Sharing

Provide visual support through real-time co-browsing and screen sharing to resolve complex issues faster and improve customer understanding.

Workflow

1. Session Initiation and Connection

Session trigger scenarios:

Agent-initiated: Agent determines written explanation insufficient, offers co-browse
Customer-initiated: Customer requests screen share via chat or ticket
Auto-trigger: System detects complex issue type (configuration, debugging) and suggests co-browse
Proactive: During onboarding, agent offers guided walkthrough for first-time setup
Escalation: L2 specialist requests screen share for advanced troubleshooting

Invitation and consent flow:

Agent clicks "Start Co-Browse Session" in help desk ticket
System generates secure, one-time session link
Link sent to customer via current channel (email, chat, SMS, in-app)
Customer clicks link → browser opens co-browse interface (no download required)
Consent screen: "Agent [Name] wants to view your screen. Allow?" with Allow/Deny
Optional: Customer can choose view-only vs controlled access
Session starts once customer consents; agent notified of connection status

Connection quality management:

Auto-detect bandwidth and adjust quality (720p, 480p, 360p)
Connection quality indicator visible to both parties (Good/Fair/Poor)
If connection drops: Auto-retry with link re-send after 30 seconds
Session timeout: Auto-end after 30 minutes of inactivity
Max session duration: 45 minutes (can be extended by agent with customer consent)

2. Co-Browsing Capabilities and Agent Tools

View modes:

Customer view (default): Agent sees customer's browser/screen in real-time
Mirror mode: Agent's screen shown to customer for demonstrations
Split view: Both screens visible side by side for comparison
Web-only mode: Co-browse specific website (customer's account in the product)
Full desktop mode: Customer shares entire desktop (opt-in, higher trust required)

Agent annotation tools:

Cursor highlight: Agent's cursor highlighted in bright color on customer screen
Circle/arrow drawing: Draw attention to specific UI elements
Text annotations: Add text labels on screen elements
Spotlight: Darken screen except highlighted area
Pointer control: Move customer's cursor (with explicit permission)
Click simulation: Agent clicks on customer's screen (with explicit permission per click)
All annotations drawn in overlay layer — never modifies customer's actual screen

Control modes (escalating permission levels):

View Only (default): Agent sees but cannot interact
Guided: Agent can highlight, annotate, and guide cursor
Controlled: Agent can click and type (requires customer approval per action)
Full Control: Agent has complete control (requires explicit customer approval, rare)
Mode changes require customer acknowledgment each time

3. Session Management and Recording

Active session monitoring:

Real-time session status dashboard for agents
Session timer with elapsed time display
Activity feed: Log of actions taken (annotations, control switches)
Session notes: Agent can add notes during session (stored with recording)
Quality check: Mid-session prompt — "Is the screen quality okay for you?"

Session recording:

Auto-record option (disabled by default, enabled with customer consent)
Recording includes: screen capture, agent annotations, audio narration (if enabled)
Recording stored encrypted for 90 days (configurable retention period)
Access control: Session agent, support manager, and customer (on request)
Post-session: Agent selects key moments as "highlights" for training library
PII masking: Auto-blur sensitive data fields in recordings (credit cards, SSNs, passwords)

Session closure and follow-up:

Agent clicks "End Session" or session auto-ends at timeout
Post-session survey to customer: "How was your co-browse experience?" (1-5 stars)
Session summary auto-generated: duration, mode, actions taken, resolution status
Summary attached to support ticket
If issue resolved: Ticket closed with co-browse resolution note
If unresolved: Follow-up plan documented and next steps assigned

4. Security and Privacy Controls

Data protection during sessions:

All screen data encrypted in transit (TLS 1.3)
No screen data stored on agent's machine (streamed via secure websocket)
PII auto-detection and blurring on screen (credit card fields, password fields, PII forms)
Agent cannot take screenshots without explicit customer consent
Agent cannot access customer's file system (browser-only or app-only sharing)
Session URL expires after use (one-time link)

Compliance requirements:

GDPR: Recording requires explicit consent; customer can request recording deletion
SOC 2: All sessions logged with access audit trail
HIPAA: PHI data automatically redacted; special session protocol for healthcare
PCI DSS: Payment fields always blurred; never capture payment data
Industry-specific: Custom redaction rules per customer industry

Agent access controls:

Co-browse capability assigned by role (L2+ agents by default, L1 after certification)
Session initiation requires ticket context (no standalone sessions)
Manager approval for Full Control mode sessions
Session recording access limited to involved agent and support management
Quarterly audit of co-browse sessions for policy compliance

Templates & Frameworks

Co-Browsing Operations Dashboard

CO-BROWSING OPERATIONS DASHBOARD — September 2025
===================================================

SESSION METRICS (Last 30 Days):
  Total sessions: 342
  Sessions initiated by agent: 248 (72.5%)
  Sessions initiated by customer: 94 (27.5%)
  Average session duration: 8.4 minutes
  Sessions under 5 minutes: 89 (26%)
  Sessions 5-10 minutes: 156 (45.6%)
  Sessions 10-20 minutes: 78 (22.8%)
  Sessions over 20 minutes: 19 (5.6%)

RESOLUTION IMPACT:
  Issues resolved during session: 287 (83.9%)
  First-contact resolution (co-browse): 91% (vs 64% for chat-only)
  Average follow-up messages after co-browse: 0.8 (vs 2.3 for chat-only)
  Customer CSAT for co-browse sessions: 4.8/5.0 (vs 4.3 for standard)
  Estimated tickets prevented per co-browse session: 1.7

MODE USAGE:
  Mode                     | Sessions | % of Total | Avg Resolution Rate
  -------------------------|----------|------------|--------------------
  View Only                | 178      | 52.0%      | 72%
  Guided (annotate/highlight)| 132   | 38.6%      | 86%
  Controlled (per-action)  | 27       | 7.9%       | 96%
  Full Control             | 5        | 1.5%       | 98%

TOP CO-BROWSE USE CASES:
  Rank | Use Case                       | Sessions | Avg Duration | Resolution Rate
  -----|--------------------------------|----------|--------------|----------------
  1    | Account configuration issues   | 67       | 10.2 min     | 89%
  2    | Integration setup              | 52       | 12.4 min     | 85%
  3    | Debugging error messages       | 48       | 7.8 min      | 91%
  4    | Product onboarding walkthrough | 45       | 14.1 min     | 93%
  5    | SSO/authentication setup       | 38       | 9.6 min      | 87%
  6    | Report/dashboard configuration | 31       | 8.3 min      | 82%
  7    | Billing/subscription issues    | 24       | 6.5 min      | 94%

SESSION QUALITY:
  Average connection quality: 4.2/5.0
  Connection drop rate: 2.3%
  Session recordings captured: 198 (57.9%)
  Training highlights extracted: 47
  Customer-reported quality issues: 5 (1.5%)

AGENT ADOPTION:
  Agents with co-browse capability: 28 of 42 (67%)
  Agents using co-browse this month: 22 (52%)
  Top co-browse agents: Maria S. (23 sessions), James K. (18), Priya R. (15)
  Average sessions per active agent: 15.6
  Co-browse certification pending: 12 agents

Co-Browse Session Protocol

CO-BROWSE SESSION PROTOCOL
============================

BEFORE SESSION:
  [ ] Assess if co-browse is needed (written explanation insufficient?)
  [ ] Check customer's technical capability (can they share screen?)
  [ ] Verify customer has consented to session recording (if enabled)
  [ ] Prepare: Review ticket history, customer account, known issues
  [ ] Determine target mode: View Only / Guided / Controlled
  
  OPENING SCRIPT:
  "Hi [Name], I'd like to walk through this together. I'll be able to see 
   your screen, but I can't control anything without your permission. 
   Here's a secure link to start the session. Let me know when you're connected."

DURING SESSION:
  [ ] Confirm customer sees the connection indicator
  [ ] Explain what you'll do: "I'm going to highlight the settings area..."
  [ ] Ask permission before each control mode escalation
  [ ] Use annotations to guide attention (arrows, circles)
  [ ] Narrate actions: "I'm pointing to the API keys section here..."
  [ ] Add session notes for ticket record
  [ ] Check in: "Can you see this clearly?" / "Is the quality okay?"
  [ ] Stay focused on the specific issue (don't explore unrelated areas)
  
  CLOSING SCRIPT:
  "Let me summarize what we covered: [1-2 sentence summary]. 
   I've noted everything in your ticket. Is there anything else you'd 
   like help with? The session recording is available if you'd like to 
   reference it later."

AFTER SESSION:
  [ ] Complete session summary in ticket
  [ ] Attach recording link (if recorded)
  [ ] Mark ticket status: Resolved / Follow-up needed / Escalated
  [ ] Create KB article if common issue
  [ ] Extract training highlight if exemplary session
  [ ] Update customer profile if preferences discovered

SESSION RED FLAGS (end session and escalate):
  - Customer requests access to PII/financial data you can't provide
  - Customer appears to be unauthorized user of account
  - Session content reveals potential security vulnerability
  - Customer becomes agitated or aggressive
  - Connection quality prevents effective troubleshooting

Co-Browse ROI Calculator

CO-BROWSE ROI ANALYSIS
=======================

COST OF CO-BROWSE PROGRAM:
  Co-browse platform license: $4,200/year ($350/month)
  Agent training and certification: $2,800 (one-time)
  Estimated agent time for sessions: 342 sessions × 8.4 min = 48 hours/month
  Agent hourly cost (loaded): $35/hr
  Monthly co-browse labor cost: 48 × $35 = $1,680
  Total monthly cost: $350 + $1,680 = $2,030
  
BENEFITS:
  Tickets prevented per co-browse session: 1.7
  Average ticket cost: $14.50
  Monthly tickets prevented: 342 × 1.7 × $14.50 = $8,486
  
  Resolution time savings:
    Standard chat resolution: 24 min average
    Co-browse resolution: 8.4 min average
    Time saved per resolved session: 15.6 min
    Total time saved: 287 resolved × 15.6 min = 744 hours/month
    Value of time saved: 744 × $35/60 = $43,400/month (agent capacity freed)
    
  CSAT improvement:
    Co-browse CSAT: 4.8 vs standard: 4.3
    Estimated retention impact: +2.1% for co-browse customers
    Enterprise customers using co-browse: 23
    Estimated MRR protected: 23 × $4,200 × 2.1% = $2,016/month
  
  KNOWLEDGE BASE CREATION:
    KB articles from co-browse sessions: 12/month
    Estimated KB deflection value per article: $180/month
    Monthly KB value: 12 × $180 = $2,160
    
TOTAL MONTHLY BENEFITS: $8,486 + $43,400 + $2,016 + $2,160 = $56,062
TOTAL MONTHLY COSTS: $2,030
NET MONTHLY ROI: $54,032 (26.6x ROI)
ANNUAL ROI: $648,384 (319x ROI)

Integration Points

Help desk systems (Zendesk, Freshdesk, Intercom): Session initiation from ticket; session summary attached to ticket; ticket status update
Co-browse platforms (Surfly, Acquire, Apricot): Screen sharing engine; annotation tools; session recording; PII detection
Video platforms (Zoom, Microsoft Teams): Alternative for full desktop sharing; meeting integration for complex multi-party sessions
Identity management (Auth0, Okta): Session authentication; customer verification; agent authorization
Recording storage (AWS S3, Azure Blob): Encrypted recording storage; retention management; access control
Analytics platforms: Session metrics tracking; resolution rate analysis; ROI calculation
Knowledge management: Auto-extract KB content from successful co-browse sessions; highlight recording library

Edge Cases

Customer on mobile device: Co-browse works differently on mobile (screen sharing vs browser co-browse):
Offer mobile-specific screen sharing (iOS Screen Sharing, Android Screen Cast)
Fall back to async video recording if live co-browse unavailable on mobile
Provide step-by-step guide with annotated screenshots as alternative
For iOS: Use native screen sharing via FaceTime integration or in-app screen share
Document: 23% of co-browse requests come from mobile — ensure mobile readiness
Privacy-sensitive industries (healthcare, finance, legal): Extra precautions required:
Auto-blur all fields on screen matching PII/PHI patterns
Recording disabled by default for these industries
Session summary excludes any data visible during session
Additional compliance training required for agents
Legal review of co-browse policy required before enabling per industry
Multi-party co-browse sessions: Customer has team members who need to see the session:
Support up to 3 viewers in single session (agent + 2 customer team members)
All participants must consent to recording if enabled
Only one person can have control at a time
Session notes document all participants
Use for: Onboarding sessions, training, complex escalations with team
Session initiated but customer disconnected: Customer clicks link, consents, then disconnects (network issue):
Agent sees "Customer disconnected" notification after 10 seconds
Auto-retry link generated and sent via current channel
If 2nd disconnect: Offer alternative (async video, phone call)
Log disconnects for quality improvement
Track: 4.2% disconnect rate before session starts (target: <5%)
Agent needs to co-browse customer's third-party site: Issue occurs on integration with external platform (e.g., Shopify, Salesforce):
Co-browse works on any website (not just product site)
Agent must explain: "I'll be able to see your Shopify admin — any sensitive data will be visible"
Customer explicitly consents to third-party site viewing
Agent focuses on integration configuration area only
Do not navigate customer's third-party data or settings
Session recording of third-party sites requires additional consent

Output

Co-Browse Monthly Summary

CO-BROWSE MONTHLY SUMMARY — September 2025
=============================================

SESSION VOLUME:
  Sessions completed: 342 (↑ 18% from August)
  Sessions attempted (connection failed): 8 (2.3%)
  Sessions canceled by customer: 4 (1.2%)
  Average daily sessions: 11.4
  Peak day: Wednesday (16 sessions — correlated with training webinars)

RESOLUTION METRICS:
  First-contact resolution: 91% (↑ 5% from August)
  Post-session follow-up tickets: 27 (7.9% — down from 12.4%)
  Average tickets per session prevented: 1.7
  Escalations during co-browse: 12 (3.5% — all resolved in session)
  Customer CSAT: 4.8/5.0 (consistent with previous months)

TRAINING IMPACT:
  New KB articles from sessions: 14 (↑ 2 from August)
  Training highlights captured: 52 (↑ 5 from August)
  Agent certification completions: 6 (now 28 certified agents total)
  Top training topics: API configuration, SSO setup, webhook debugging

QUALITY METRICS:
  Average session duration: 8.4 min (target: <10 min) ✓
  Connection quality score: 4.2/5.0 ✓
  PII detection and blur rate: 100% ✓
  Recording consent rate: 72% (up from 58%)
  Customer quality complaints: 3 (<1% — target <2%) ✓

COST ANALYSIS:
  Monthly program cost: $2,030
  Estimated monthly value: $56,062
  Monthly ROI: 26.6x
  Cumulative annual ROI (year-to-date): $512,400

RECOMMENDATIONS:
  1. Expand co-browse certification to all 42 agents (currently 28)
  2. Add co-browse prompt to API configuration tickets (high resolution rate)
  3. Launch "Co-Browse on Onboarding" program for new enterprise customers
  4. Investigate 2.3% connection failure rate (3 cases were mobile, 5 network)
  5. Create co-browse quick-start guide for L1 agents (reduce hesitation)