Screen share and co-browse for web chat overview

On January 27, 2025, Genesys will no longer support the legacy co-browse for chat and voice functions in Genesys Cloud. Genesys encourages its customers to migrate to the new co-browse for Messenger, which supports web messaging and voice. For more information, see Deprecation: Legacy co-browse and screen share.

Genesys Cloud offers a set of collaborative tools to help agents solve customer problems more effectively. Agent collaboration tools fall into two categories:

Sharing allows agents to see what the customer sees. Genesys Cloud offers sharing solutions for the full customer desktop, an application, browser, or just the web content a customer is looking at.
Control allows agents to take control of a customer’s desktop or laptop system. When your agents need to fully interact with your customer’s desktop to modify configurations, change settings, and install or remove software, this is the tool of choice. Genesys Cloud currently allows the ability to control a web page with co-browse, but not any application or operating system controls.

Genesys Cloud web chat provides two technologies for mirroring content: screen share and co-browse. Each provides different capabilities and requires different setup. For more information, see Co-browse vs. screen share feature matrix.

Agents need to …	Then choose…
See the user’s view of a web page or web application	Co-browse
Take control of a web page to fill in a form for users	Co-browse
See the user’s view of a desktop application	Screen share
See the user’s entire desktop, which includes operating system controls and all applications	Screen share