What is cobrowsing
co-browsing is a browser-based customer support method that lets technicians view and guide users within a live web page. Unlike screen sharing or remote access, co-browsing is limited to a single browser tab and requires no downloads, making it a secure and efficient way to assist users on websites and web applications.
How cobrowsing works
co-browsing allows technicians to see exactly what the customer sees in their browser and guide them visually through workflows.co-browsing works by securely syncing the user’s browser session with the technician’s interface using a lightweight script embedded on the website. Technicians can highlight elements, explain actions in real time, and help complete tasks while keeping access restricted to the browser and protecting sensitive data. co-browsing works by securely syncing the user’s browser session with the technician’s interface using a lightweight script embedded on the website. This means: Only the active browser tab is shared, not the entire screen Sensitive fields like passwords and payment data are automatically masked Data is transmitted securely using encrypted channels Interaction events such as clicks, scrolls, and form inputs are mirrored instantly.
Cobrowsing vs Screensharing
co-browsing and screen sharing may seem similar, but they serve very different purposes in remote support.
Scope of access
Screen sharing provides full visibility of the user’s device, while co-browsing is limited to browser tabs.
Privacy control
With Cobrowsing you can mask sensitive fields and prevent access to files or applications outside the browser.
Setup
Screen sharing often requires downloads or permissions, whereas cobrowsing works instantly via a browser.
Performance
Cobrowsing uses lightweight data synchronization instead of video streaming, resulting in faster and smoother sessions.
Use cases
Screen sharing is ideal for technical troubleshooting, while cobrowsing is best for guiding users through websites, forms, and web apps.
Compliance readiness
co-browsing is better suited for regulated industries since it limits access to only necessary web interactions and supports data masking, while screen sharing can make compliance harder by exposing broader system-level information
co-browsing sessions process flow
Raise request
The technician initiates a co-browsing session through Zoho Assist Cobrowse or a connected support channel
Session key generation
A unique, secure session key is created for the session
Join session
The customer enters the session key in the website widget to join instantly via their browser
Request permission
The session begins in view-only mode, and the customer explicitly grants permission for any interaction
In sync
The browser session is mirrored in real time, allowing the technician to guide the user visually
In session interaction
With approval, the technician can interact with elements like forms or buttons
End session
The session is closed securely, and logs are generated for auditing and analysis
How Zoho Assist Cobrowse works
Step 1 : Embed the cobrowse widget
Configure the cobrowse widget in Zoho Assist and embed the generated script into your website with a one-time setup.
Step 2 : Start a session
When support is needed, the technician starts a cobrowse session from the Zoho Assist console and generates a secure session key.
Step 3 : Customer joins instantly
The customer enters the session key in the website widget and joins directly from the browser, with no downloads or plugins.
Step 4 : Accept and assist
The technician accepts the join request and views the customer’s active browser tab in real time.
Step 5 : Interact with approval
Cobrowse sessions start in view-only mode. Any interaction with the page requires explicit customer consent.
Step 6 : End and review
After the session ends, a detailed session report is automatically generated for auditing and tracking.
What you can do with Zoho Assist Cobrowse: Key benefits
Visually guide customers through forms, portals, and web applications
Highlight buttons, fields, and page elements using annotations
Request control only when direct interaction is required
Mask sensitive fields such as passwords and payment details
Maintain privacy with tab-only, permission-based access
Access session reports for compliance and performance insights
Frequently Asked Questions
Zoho Assist Cobrowse uses permission-based access, tab-level visibility, and enables masking of sensitive data, making every cobrowsing session highly secure.
Cobrowse runs entirely in the browser and requires no downloads or extensions without any downloads required.
Technicians can interact with the browser only after the customer explicitly approves a control request. Cobrowse sessions always start in view-only mode.
Zoho Assist Cobrowse supports the latest versions of Chrome, Firefox, and Safari on both desktop and mobile devices.
Yes. Zoho Assist Cobrowse offers an SDK to build custom cobrowsing experiences and integrate with existing CRM or chat systems.