Starting June 30, 2024, Genesys will no longer support Screenshare functions for Chat and Voice in Genesys Cloud. For more information, see Deprecation: Legacy Co-browse and Screenshare.

Screen share sessions are linked to either existing web chat or voice interactions. During an interaction, the agent requests a screen share session.

Both options provide a similar screen share experience to sharers, but the implementation process differs. For implementation instructions, see Set up screen share security key transfer and Plan for screen share.

Voice with screen share

Agents are on a voice interaction with a customer, and request a screen share session.

This option requires your developers to add the screen share security form to your website so that sharers can type the security key. The security key allows Genesys Cloud to connect the agent to the correct screen share session. For more information, see the Developer Center screen share article

Web chat with screen share

Agents are in a web chat with a customer, and request a screen share session.

For this option, your developers install the Genesys Cloud web chat widget on your site and set the screen share configuration options. For more information, see the Developer Center screen share article