Live co-browsing escalation

Team-facing

Troubleshooting

Capabilities

Backend execution

Problem

Some issues need a human to see exactly what the customer sees in real time. Screensharing tools are clunky, require separate software, and break the support flow. By the time the agentgets a screen share running, minutes have been wasted on logistics instead of problem-solving.

How fullview Solves it

Human agent

Identifies that the issue requires real-time visual support

Fullview AI

Initiates a co-browsing session directly within the existing support conversation

Human Agent

Sees the customer's live screen and can highlight, click, and scroll alongside them

Human Agent

Resolves the issue collaboratively with the customer in real time

Fullview AI

Records the co-browsing session for quality review and training

Result

Complex issues that would take multiple chat exchanges resolve in minutes through real-timecollaboration. No separate screen sharing tools needed.

How fullview Solves it

I think I need to see exactly what's happening on your end. Let me start a co-browsing sessionso I can guide you through this live.

Sure, go ahead.

[Co-browsing session started: agent sees customer's screen, highlights the import configurationpanel, identifies the field mapping error, and walks through the fix together]

I can see the issue. Your "custom_fields" column is mapped to the wrong field type. Let me fixthat for you. There, try the import now.

It worked! That would have taken forever over chat.