Can't Start a Session — Concurrent Session Limit Reached

Co-browse caps how many sessions can be active at the same time within one organization. That cap depends on the add-on plan you've purchased, and once it's reached, agents can't start new sessions until a slot frees up.

How the limit works

• The count is real-time and org-wide: every "requested," "awaiting consent," or "active" session takes up a slot.
• A slot frees up the moment a session ends, for any reason — a clean close, the time cap, a disconnect, whatever.
• Every session also has a fixed 10-minute cap, so even during a busy stretch, slots keep turning over on their own.

Caps by plan

Example

An organization on the Standard plan (3 slots) has three agents co-browsing with three different customers at once. A fourth agent tries to start a session and the button shows up disabled with a limit-reached notice. As soon as one of the three active sessions ends, the button becomes clickable again.

What to do

1. Wait for one of the active sessions to end — this usually resolves within minutes, given the 10-minute cap per session.
2. If your team regularly needs more concurrent sessions, upgrade the plan from Billing → Add-ons → Co-browse, or email [email protected] for a custom Enterprise plan.

Troubleshooting

If the button stays disabled with no obvious reason even though few sessions are active, check whether one got "stuck" (say, a customer closed the tab without warning) — the system ends it on its own via the disconnect watchdog within the first 30-60 seconds, freeing the slot.