Integrations · Genesys Cloud · Co-browse
Genesys co-browse, built into Genesys Cloud
Auvious adds co-browse to Genesys Cloud. Agents see and guide the customer’s browser or mobile app, sensitive fields stay masked, and the session starts from the conversation they are already handling.
What is Genesys co-browse?
Co-browse, short for collaborative browsing, lets an agent and a customer look at the same web page at the same time. The agent can point, annotate and, if the customer allows it, help fill in a form. Genesys describes it the same way on its co-browse page: an agent can guide a customer through a web journey without seeing the customer’s personal information.
Genesys Cloud includes co-browse for Messenger, covering web messaging and voice. Auvious is another way to get Genesys co-browse. It is an app on the Genesys AppFoundry, it works from web chat, web messaging and voice, and it also covers your native mobile apps.
How co-browse works with Genesys Cloud
Agents open Auvious as an AppFoundry application next to the conversation they are already handling. Customers use the Auvious widget on your website, or the Auvious SDK in your mobile app. Routing does not change: your Genesys queues and Architect flows still decide who answers.
From web chat or web messaging. The agent sends an invitation in the conversation. When the customer accepts, the co-browse session starts in the same conversation.
From a voice call. The agent creates a PIN and reads it out. The customer enters it, and the session starts without a chat.
From a video call. The agent can ask for co-browse during a video call, and move between video, co-browse and screen share in one session.
Customer consent first. Remote control of the customer’s page always needs the customer’s permission.
Co-browse or screen share?
Co-browse shows the agent the page the customer is on. Screen share streams a picture of what the customer chooses to share. Auvious includes both, so agents pick the right one for the problem.
What the agent sees
The web page or app screen the customer is on, shared live
A picture of the screen or window the customer chooses to share
Sensitive data
Fields you mark are masked before the agent sees them
Depends on what the customer shares, so there is less control
Agent tools
Annotations, and remote control if the customer agrees
Viewing and pointing
Best for
Guiding a customer through a form, checkout or application
Troubleshooting something outside your site or app
Read more in cobrowsing vs screen sharing for contact centres.
Screen sharing for Genesys Cloud
Genesys Cloud has its own screen share. On voice, the customer types a security key that the agent reads out, and on web chat the customer accepts the agent’s request (Genesys Resource Center). Auvious adds screen share inside the same session as video and co-browse, with nothing for the customer to download or install, and with recording and playback so a conversation can be reviewed.
Co-browse in your mobile app
Auvious 2.28 adds native mobile SDK co-browse (Auvious 2.28 release notes, 6 November 2026). The customer shares a masked screen from your Android or iOS app, either on its own or from inside a call. The agent annotates it with a marker, arrow or eraser, and the customer sees the annotations on their phone.
Masked by design. Sensitive views are sent to the agent as black boxes. On Android, password fields are masked by default, and you can mark any view, view class or identifier as masked.
Agent-started. The agent creates the session and a PIN, and the customer enters it in your app.
Built on the SDK. See the Android SDK and iOS SDK documentation.
Masking, security and compliance
Mask what agents must not see. On the web, you list CSS selectors for fields such as card numbers and passwords. The agent sees a dark box, or a blurred field with the text replaced by random text.
Customer permission. Remote control is a request the customer approves.
Audit trail and optional session recordings, as described on the Auvious Co-browse listing on Talkdesk AppConnect.
Retention controls. Auvious 2.28 lets admins set how many days agents’ personal data is kept.
Certification. Auvious is ISO/IEC 27001:2022 certified and complies with GDPR. Read the security overview.
Deepfake detection. Agents can check whether a customer’s media is authentic with Reality Defender, to flag synthetic voice and video on live calls (Auvious 2.28).
Set up Genesys co-browse in five steps
1. Install Auvious from AppFoundry. Agents sign in with Genesys OAuth, and roles follow your Genesys permissions.
2. Connect your Genesys deployment. For web chat, create a Third Party widget. For web messaging, create a messenger configuration, an inbound message flow in Architect and a deployment. Then copy the deployment key, queue name, organisation ID and Auvious application ID into the widget.
3. Add the widget to every page. Co-browse lives wherever the widget lives, so place it in a layer shared by all pages, served over https.
4. Set your masking rules. List the selectors for card, password and identity fields. In your app, set the SDK masking rules.
5. Test with a queue. Start a chat, invite the customer to co-browse, and check what the agent sees.
The full guides are in the Auvious docs and the co-browse docs. Two things to know: co-browse needs the widget on the page, and an iframe from a different origin needs one extra script.
Where teams use Genesys co-browse
Banking and insurance
Walk a customer through a loan, account or claim form. Mask card numbers, IBANs and passwords, and use the mobile SDK for the banking app.
Telecoms
Help a customer compare plans, change a tariff or find a setting on the website or in the app, without asking them to describe what they see.
Travel
Fix a booking, complete a form or get through checkout together, with payment fields masked.
Genesys co-browse alternatives
Genesys retired its older Genesys Co-browse for Engage, with end of support on 31 January 2024, and pointed customers to Glance or Cobrowse.io (Genesys documentation). Here is what each option is, as publicly documented on 12 November 2026.
Genesys Cloud co-browse for Messenger
Built into Genesys Cloud, for web messaging and voice
Cobrowse.io
Two premium apps on AppFoundry: Standalone App and Interaction Widget
Co-browse on web and native iOS and Android apps, per its Genesys page
Glance
Cloud co-browse offered through AppFoundry
Named by Genesys as a replacement for legacy Genesys Co-browse
Auvious
AppFoundry app, website widget and native mobile SDKs
Co-browse, video and screen share in one product, plus Reality Defender deepfake detection
Comparing Auvious with Cobrowse.io? Read Auvious vs Cobrowse.io.
Pricing
$45 per user per month on Genesys Cloud, everything included, no add-ons. That covers co-browse, video, screen share and the rest in one per-user price. Get a quote and we will price it for your agents.
Genesys video calls, too
Co-browse pairs well with face-to-face video. See Genesys video calls for Genesys Cloud, or go back to Auvious for Genesys Cloud.
Sources: Auvious docs (docs.auvious.com), the Auvious 2.28 release notes, the Android SDK docs, the Genesys Resource Center and Genesys documentation, and the Auvious Co-browse listing on Talkdesk AppConnect. The Genesys Cloud price is provided by Auvious. Checked 12 November 2026.
Frequently asked questions
What is Genesys co-browse?
Co-browse is collaborative browsing: an agent and a customer see the same web page at the same time, and the agent can point, annotate and, with permission, help fill in a form. It is different from screen share, which streams a picture of the customer’s screen.
Does Genesys Cloud have co-browse?
Yes. Genesys Cloud includes co-browse for Messenger, for web messaging and voice, and it needs a supported licence and permissions. Auvious is an AppFoundry app that adds co-browse, video and screen share, including native mobile SDK co-browse.
How does Auvious co-browse work with Genesys Cloud?
Agents open Auvious as an AppFoundry app next to the conversation. They invite the customer from a web chat or web messaging, or share a PIN on a voice call. The customer shares from the Auvious widget on your website or the SDK in your app.
Can agents co-browse a mobile app?
Yes. Auvious 2.28 adds native mobile SDK co-browse. The customer shares a masked screen of your app, and the agent can annotate it with a marker, arrow or eraser.
How is sensitive data protected?
You mask fields such as card numbers and passwords, so the agent sees a dark box or blurred text. Remote control needs the customer’s permission. Auvious is ISO/IEC 27001:2022 certified and complies with GDPR.
What is the difference between co-browse and screen sharing?
Co-browse shows the agent the page the customer is on, with masking and annotations. Screen share shows a picture of what the customer chooses to share. Auvious includes both.
Does it work with Genesys web messaging and voice?
Yes. Auvious supports web chat and web messaging flows, and the docs describe PIN-based sessions for customers on a voice call.
What are the alternatives to Genesys co-browse?
Genesys Cloud has co-browse for Messenger. Genesys named Glance and Cobrowse.io as replacements for its older Genesys Co-browse. Auvious is another option, with video and screen share in the same product.
How much does it cost?
$45 per user per month on Genesys Cloud, everything included, no add-ons. Get a quote and we will price it for your agents.
See auvious inside your own contact centre.
Book a 30-minute demo and we will show you browser-based video and cobrowse working inside the platform you already use.