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Co-browsing a session

Step into a live session and guide a visitor in real time from the live console.

Co-browsing lets an agent step into a visitor's live session and guide them in real time from the live console. Instead of asking the visitor to describe what they are seeing, you watch their session unfold as it happens and help them through it — making it ideal for high-value sales moments and tricky support escalations.

When to use co-browsing

Reach for co-browsing when a screenshot or a written description simply is not enough and you need to see what the visitor sees, live. Common moments include:

  • A high-value prospect who is hesitating part-way through a sign-up or checkout flow.
  • A support escalation where the visitor cannot describe the problem clearly.
  • A demo or guided walkthrough where you want to follow along step by step.

Starting a co-browsing session

Co-browsing always begins from a visitor who is on your site right now. Open the live visitor view, pick the visitor you want to help, and start co-browsing from there. The live console opens and connects you to their session in real time.

It helps to know who you are talking to before you join. If the visitor has been identified, the console shows their real name and email rather than "Anonymous visitor", so you can greet them properly.

What you can see

Once connected, the live console mirrors the visitor's session as it happens — the pages they move through and how they interact with them — so you can react in the moment and steer the conversation around what is actually on their screen.

Co-browsing and live chat together

Co-browsing pairs naturally with chat. You can keep a conversation going in the live chat inbox while co-browsing, so you can talk the visitor through each step while watching them follow along. This combination turns a confusing back-and-forth into a guided, hands-on session.

Co-browsing vs session replay

Co-browsing is strictly real time — it only works while the visitor is on your site. If you want to review something that already happened, use session replay instead, which lets you play back a past visit pixel-for-pixel after the fact. Use co-browsing to guide a visitor in the moment, and session replay to understand a visit later.

Next steps