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Screen Share enables an agent to see an end-user's screen and, optionally, take
control of it. The Screen Share feature is an optional add-on that has incremental
monthly cost per agent.
To set up Screen Share for your agents, do the following:
Contact your account manager and request that they provision your
Contact Center AI Platform (CCAI Platform) instance for Screen Share. After the account manager has
fulfilled your request, your instance will be configured for Screen Share by
generating the Screen Share domain, license key, and JWT token.
To confirm that your CCAI Platform instance is provisioned for Screen Share,
follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click menuMenu, and then click Settings
> Developer Settings.
Go to the Screen Share pane and click the toggle to the on position. If the
Screen Share domain and License Key fields are populated, your instance
has been provisioned for Screen Share. The JWT token won't be visible. Make a
note of your Screen Share domain and license key. You will need them for
configuring the web SDK for Screen Share.
Install the web SDK and configure it for Screen Share
To use Screen Share, you need to initialize the web SDK and configure it for Screen Share.
You need the web SDK regardless of whether you use Screen Share with web chats or
with mobile chats. If you use Screen Share mode,
you need to install the web SDK on the web page that you expect end-users to
share.
Customize Screen Share
When you configure the web SDK for Screen Share, the web SDK provides default
consent dialogs and a default end-session button. Consent dialogs let an
end-user consent to an initial Screen Share session request, as well as a
subsequent remote control request or full device access request. Optionally, you
can customize the consent dialogs and end-session button. For more information,
see Customize the co-browse consent dialogs and end-session button.
Create a custom role and apply it to agents
To enable your agents to use Screen Share, you need to create a new custom
role and apply it to every agent that you want to be able to use Screen Share.
To create a custom role, do the following:
In the CCAI Platform portal, click menuMenu, and then click Settings > Users and Teams. The
Users and Team Settings page displays.
Click Roles and Permissions.
Click Add Roles. The Add Role pane appears.
Enter a role name and a label name and an optional description.
In the Function row, click expand_more
Expand more.
Select the Screen Share - Calls and chats checkbox, and then click
Save. Your new custom role for Screen Share is created.
To apply the custom role to an agent, do the following:
On the Users and Teams Settings: Roles and Permissions page, click
Manage Users and Teams. The Users and Teams Settings page
displays.
In the Roles (Users) area, click Agent to display a list of
agents.
In the row of the agent that you want to apply the role to, click more_horizMore, and then click Edit
user. The Edit a User pane displays.
Click the Select Role field, and then click the name of the custom
role that you created earlier in this procedure.
Click Update. Your new custom role is applied to the agent.
Repeat step 2 for every agent that you want to apply the custom role to.
Record Screen Share sessions
You can record Screen Share sessions and save them to external storage.
Recordings are saved for the duration that you set in external storage.
Set up external storage for Screen Share recording
To set up external storage for Screen Share recording, follow these steps:
Screen Share makes historical data available for storage in your CRM or in
external storage, depending on how you have set up Screen Share. Here are
examples of the type of historical data that Screen Share makes available after
each Screen Share session:
Who requested the Screen Share session.
Whether the Screen Share session request was accepted or denied.
Whether control of a device was requested and whether the request was
accepted or denied.
Whether full-device screen sharing was requested and whether the request was
accepted or denied.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCo-browse is an optional add-on feature that allows agents to view and control an end-user's screen, incurring an additional monthly cost per agent.\u003c/p\u003e\n"],["\u003cp\u003eSetting up co-browse involves provisioning the instance, installing and configuring the web SDK, and creating/applying a custom role to agents.\u003c/p\u003e\n"],["\u003cp\u003eOnce enabled, all co-browse modes are active by default, but you can contact Google Cloud support to disable specific modes if needed.\u003c/p\u003e\n"],["\u003cp\u003eCo-browse generates historical data after each session, detailing session requests, acceptances, and denials for various control levels.\u003c/p\u003e\n"],["\u003cp\u003eThe co-browse feature, being in a pre-GA stage, is subject to the "Pre-GA Offerings Terms," offering limited support and being available "as is".\u003c/p\u003e\n"]]],[],null,["# Screen Share\n\n| **Preview**\n|\n|\n| This feature is subject to the \"Pre-GA Offerings Terms\" in the General Service Terms section\n| of the [Service Specific Terms](/terms/service-terms#1).\n|\n| Pre-GA features are available \"as is\" and might have limited support.\n|\n| For more information, see the\n| [launch stage descriptions](/products#product-launch-stages).\n\nScreen Share enables an agent to see an end-user's screen and, optionally, take\ncontrol of it. The Screen Share feature is an optional add-on that has incremental\nmonthly cost per agent.\n\nTo set up Screen Share for your agents, do the following:\n\n- [Get your instance provisioned for Screen Share](#get-instance-provisioned-screen-share)\n\n- [Install the web SDK and configure it for Screen Share](#install-the-web-and-configure-for-cobrowse)\n\n- [Create a custom role and apply it to agents](#create-custom-roll-and-apply)\n\nGet your instance provisioned for Screen Share\n----------------------------------------------\n\nContact your account manager and request that they provision your\nContact Center AI Platform (CCAI Platform) instance for Screen Share. After the account manager has\nfulfilled your request, your instance will be configured for Screen Share by\ngenerating the Screen Share domain, license key, and JWT token.\n| **Note:** When Screen Share is enabled, all available Screen Share modes are enabled by default. If there are Screen Share modes that you don't want enabled, contact Google Cloud support to request a change to your CCAI Platform instance.\n\nTo confirm that your CCAI Platform instance is provisioned for Screen Share,\nfollow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Developer Settings** .\n If you don't see the **Settings** menu, click menu **Menu** , and then click **Settings\n \\\u003e Developer Settings**.\n\n2. Go to the **Screen Share** pane and click the toggle to the on position. If the\n **Screen Share domain** and **License Key** fields are populated, your instance\n has been provisioned for Screen Share. The JWT token won't be visible. Make a\n note of your Screen Share domain and license key. You will need them for\n configuring the web SDK for Screen Share.\n\n| **Note:** If at any time you want to disable Screen Share for your contact center instance, you can click the toggle in the **Screen Share** pane to the off position.\n\nInstall the web SDK and configure it for Screen Share\n-----------------------------------------------------\n\nTo use Screen Share, you need to [initialize the web SDK](/contact-center/ccai-platform/docs/web-sdk#initialize-web-sdk) and [configure it for Screen Share](/contact-center/ccai-platform/docs/web-sdk#configure-web-sdk-for-cobrowse).\nYou need the web SDK regardless of whether you use Screen Share with web chats or\nwith mobile chats. If you use [Screen Share mode](/contact-center/ccai-platform/docs/cobrowse-agent-guide#screen-share-mode),\nyou need to install the web SDK on the web page that you expect end-users to\nshare.\n\n### Customize Screen Share\n\nWhen you configure the web SDK for Screen Share, the web SDK provides default\nconsent dialogs and a default end-session button. Consent dialogs let an\nend-user consent to an initial Screen Share session request, as well as a\nsubsequent remote control request or full device access request. Optionally, you\ncan customize the consent dialogs and end-session button. For more information,\nsee [Customize the co-browse consent dialogs and end-session button](/contact-center/ccai-platform/docs/web-sdk#customize-cobrowse-consent-dialog-and-end-button).\n\nCreate a custom role and apply it to agents\n-------------------------------------------\n\nTo enable your agents to use Screen Share, you need to create a new custom\nrole and apply it to every agent that you want to be able to use Screen Share.\n\n1. To create a custom role, do the following:\n\n 1. In the CCAI Platform portal, click menu\n **Menu** , and then click **Settings \\\u003e Users and Teams** . The\n **Users and Team Settings** page displays.\n\n 2. Click **Roles and Permissions**.\n\n 3. Click **Add Roles** . The **Add Role** pane appears.\n\n 4. Enter a role name and a label name and an optional description.\n\n 5. In the **Function** row, click expand_more **Expand more**.\n\n 6. Select the **Screen Share - Calls and chats** checkbox, and then click\n **Save**. Your new custom role for Screen Share is created.\n\n2. To apply the custom role to an agent, do the following:\n\n 1. On the **Users and Teams Settings: Roles and Permissions** page, click\n **Manage Users and Teams** . The **Users and Teams Settings** page\n displays.\n\n 2. In the **Roles (Users)** area, click **Agent** to display a list of\n agents.\n\n 3. In the row of the agent that you want to apply the role to, click more_horiz **More** , and then click **Edit\n user** . The **Edit a User** pane displays.\n\n 4. Click the **Select Role** field, and then click the name of the custom\n role that you created earlier in this procedure.\n\n 5. Click **Update**. Your new custom role is applied to the agent.\n\n 6. Repeat step 2 for every agent that you want to apply the custom role to.\n\nRecord Screen Share sessions\n----------------------------\n\nYou can record Screen Share sessions and save them to external storage.\nRecordings are saved for the duration that you set in external storage.\n\n### Set up external storage for Screen Share recording\n\nTo set up external storage for Screen Share recording, follow these steps:\n\n1. Follow the instructions in [Set up external storage using Cloud\n Storage](/contact-center/ccai-platform/docs/crm-external-storage#set-up-external-storage-cloud-storage) or [Set up external storage\n using an SFTP server](/contact-center/ccai-platform/docs/crm-external-storage#set-up-external-storage-sftp-server), depending on\n your use case.\n\n2. Click the **Screen Share** checkbox when configuring the type of data that\n you want to store.\n\nCRM integration\n---------------\n\nIf you've integrated a customer relationship management (CRM) app with\nCCAI Platform, you can [configure how a Screen Share recording is\nreferenced in a CRM\nrecord](/contact-center/ccai-platform/docs/crm-external-storage#configure-how-screen-share-recording-is-referenced).\nFor more information, see [Set up external storage for\nCRMs](/contact-center/ccai-platform/docs/crm-external-storage).\n\nScreen Share historical data\n----------------------------\n\nScreen Share makes historical data available for storage in your CRM or in\nexternal storage, depending on how you have set up Screen Share. Here are\nexamples of the type of historical data that Screen Share makes available after\neach Screen Share session:\n\n- Who requested the Screen Share session.\n\n- Whether the Screen Share session request was accepted or denied.\n\n- Whether control of a device was requested and whether the request was\n accepted or denied.\n\n- Whether full-device screen sharing was requested and whether the request was\n accepted or denied.\n\nWhat's next\n-----------\n\n- To learn about how an agent uses Screen Share, see [Screen Share agent guide](/contact-center/ccai-platform/docs/cobrowse-agent-guide)."]]