Screen Sharing in Chat Widget

What is Screen Sharing?

Screen Sharing allows support agents to view and interact with a customer’s browser in real time. It’s designed for collaborative problem-solving, helping customers more effectively by seeing exactly what they see.

Who can initiate a screen sharing session?

Only agents can initiate a session. Once started, the agent can also request remote control access to interact directly with the user's screen (e.g., click buttons, fill forms).

Do clients need to approve the session?

Yes. Screen sharing and remote control cannot begin without explicit client approval. This ensures full transparency and puts control in the hands of the customer.

Is screen sharing secure?

Absolutely. All screen sharing sessions are encrypted. If you're testing in a local development environment, make sure to use secure tunneling tools like NGROK to expose your localhost over HTTPS. This is crucial because most modern browsers block screen sharing on insecure origins.

How do I test screen sharing in development?

Use tools like:

• NGROK to create a secure HTTPS tunnel to your local app.

• Ensure your browser is up-to-date and permission settings allow screen access.

What are the main use cases?

Screen sharing is ideal for:

• Debugging user-specific issues

• Assisting with complex form filling

• Onboarding and guided product walkthroughs

• Live issue resolution during customer support chats

Can clients end screen sharing anytime?

Yes. The customer can end the session or revoke access at any time with a single click. This reinforces their control and security throughout the session.