--- name: co-browsing-screen-sharing description: 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 complex visual issues, annotating customer screens, recording sessions for training, or managing co-browsing security and privacy. Triggers on phrases like "co-browsing", "screen sharing", "guided walkthrough", "visual support", "screen annotation", "session recording", "remote assist", "visual troubleshooting". --- # 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 1. **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 2. **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 3. **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 1. **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) 2. **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 3. **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 1. **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?" 2. **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) 3. **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 1. **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) 2. **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 3. **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) ```