What is co-browsing? A plain guide
By the BrowseWithMe team · Updated 25 September 2026
Short answer
Co-browsing (also written cobrowsing, cobrowse or co-browse) lets a support agent see the same web page as a customer, live, and guide them through it. The customer installs nothing. The agent can point, highlight and, with the customer’s permission, fill in a form for them.
How does co-browsing work?
A small script sits on your website. When a customer needs help, the agent gives them a 7-digit PIN. The customer types it in, and the agent now sees the page the customer is on, in real time.
Both mouse pointers are visible to both people, so everyone knows who is doing what. When the agent draws on the page, the customer sees it instantly.
What can an agent do during a co-browsing session?
- Point and draw. Highlight any part of the page, draw arrows and erase them.
- Take control, with permission. The agent can ask to control the page, for example to fill in a long form. The customer must say yes first.
- Screen share. If the problem is outside the web page, the agent can ask to see a window or the whole desktop. Again, the customer accepts first.
- Record and replay. If recording is turned on, sessions can be replayed later for training.
When is co-browsing useful?
Co-browsing helps most when a customer is stuck on a page and words are not enough. Common examples:
- Opening a bank account or applying for a loan online.
- Filing an insurance claim.
- Finishing a checkout or changing a subscription.
- Helping older or less confident customers use your website.
Instead of asking “what do you see now?”, the agent just looks. Calls get shorter and customers finish what they started.
Is co-browsing safe for customers?
A good co-browsing tool shows the agent only your website, not the rest of the customer’s computer. The customer starts the session and must accept before the agent can take control or see their screen.
Where the data goes matters too. BrowseWithMe runs every session on servers in Brussels, Belgium, and is made by an EU company. Read more in Is co-browsing GDPR compliant?
Is co-browsing the same as screen sharing?
No. Co-browsing shares one web page, and the agent can interact with it. Screen sharing shows a window or the whole screen as video, and the agent can only watch. See co-browsing vs screen sharing for a side-by-side.