Documentation
Documentation
Try the install before you touch your siteFor developersPaste your public API key into the installation sandbox, run a test page in the browser, and confirm cobrowsing, masking and blocked elements all behave — nothing is deployed anywhere.Open the sandboxFor support agents
Running sessions day to day
- Initiating a sessionThe three ways to reach a customer
- Session basicsWhat you can do once you are connected
- Lookup codeStart from a code the customer reads out
- Audio callsTalk in the browser, no dial-in
- TroubleshootingWhen a session will not start
For developers
Installing and configuring the SDK
- Web installationOne snippet in your <head>
- Element maskingHide sensitive fields from agents
- Configuration optionsEvery option the SDK accepts
- Identifying the visitorMake customers searchable by name
- Mobile SDKsiOS, Android, Flutter and React Native
For managers and admins
Rolling it out to a team
- Implementation overviewWhat rollout actually involves
- Invite your teamAdd agents and set permissions
- Connect your live chatStart sessions from your helpdesk
- Single sign-on (SAML)Connect your identity provider
- Session recordingReview sessions after the fact
Common questions
Full FAQDoes my customer have to download or install anything?
No. Cobrowsing runs in the browser they already have open — no plugin, no extension, no meeting link. The only install is a snippet on your own site.
Web installationWhat does installing actually involve?
One script tag in your <head>, the same snippet your dashboard generates. There is no build step and nothing to deploy alongside it.
Implementation overviewCan an agent see passwords or card numbers?
Only if you let them. Add the no-upscope class to any element, or list selectors in your dashboard, and those values are masked before anything leaves the customer's browser — the agent sees the field but never the contents.
Element maskingCan an agent click and type for the customer?
Clicking, scrolling and typing are separate permissions you control, and you can require the customer to approve remote control before it starts. Individual elements can be put out of reach entirely with a single attribute.
Configuration optionsHow does an agent start a session?
Three ways: from the UserView app by finding the visitor, from a short lookup code the customer reads out, or from a request button you place in your own product.
Initiating a sessionDoes it work inside a mobile app?
Yes — there are native SDKs for iOS, Android, Flutter and React Native. Native views are captured directly, and WebView content is masked using the same selectors you already use on web.
Mobile SDKsCan we start sessions from our helpdesk?
Yes — there are integrations for fifteen platforms including Intercom, Zendesk, Salesforce, Front, HelpScout and LiveChat, so an agent can open a session from the conversation they are already in.
All integrationsCan a second agent join a session?
Yes. Send them the page URL and they can join the session, audio included. If the first agent leaves, the session carries on with whoever is still on it — so an escalation does not drop the customer.
Multi-agent sessionsCan we talk to the customer during a session?
Yes, you can start an audio call straight to the customer's browser. It is a useful fallback if a phone call drops, and a natural step up from a live chat conversation.
Audio callsCan we use our own single sign-on?
Yes, UserView connects to your SAML identity provider so agents sign in with your existing accounts rather than separate credentials.
Connect SAMLCan it run on our own infrastructure?
Yes, there is an on-premise deployment for teams whose data cannot leave their own environment.
On-premiseCan we put the agent view inside our own tool?
Yes — the agent view can be embedded in another page with an iframe, so your team never has to leave the CRM or console they work in.
Embedding the agent view