Limitations on Mobile and on Pages with Cross-Origin Iframes

Co-browse mirrors whatever the visitor sees in their browser, but there are two scenarios where the mirror isn't 100% complete — due to how screen-capture technology fundamentally works, not a bug.

On mobile devices

• When a session starts, the chat widget automatically minimizes on the visitor's phone (the conversation panel closes) so the agent sees the actual page underneath instead of the chat window covering the whole screen.
• The visitor still sees the sharing indicator/bubble, just not the open conversation, for as long as the co-browse session lasts.
• Touch interaction (tap, scroll) mirrors the same way mouse input does on desktop, though on small screens movements can feel less precise than on a full-size monitor.

On pages with cross-origin iframes

• Co-browse can mirror content inside iframes that share the same domain as the main page.
• If the customer's page embeds an iframe from a different domain — a third-party payment widget, an embedded video, a form hosted elsewhere — that content cannot be mirrored: the agent sees a blank area there, while the rest of the page renders normally.
• This is a browser security boundary (browsers block reading content from a different-origin iframe), not an Omnifox limitation.

Example

A customer is on a store's checkout page that embeds a card-payment form from an external payment provider inside an iframe. The agent sees the rest of the page clearly — cart, buttons, address — but the payment form's box shows up empty.

Tips

• If you need to walk a customer through a field inside a cross-origin iframe, do it over voice/chat in parallel instead of relying on the visual mirror for that specific area.
• On responsive sites, test on a simple page first to confirm the mirror looks right before relying on it with a real customer.

Troubleshooting

"There's a blank patch in the middle of the page": that's almost always a cross-origin iframe (payments, video, maps). It's not a failure — it's expected browser-security behavior.