Why the Co-browse Button Only Appears on Webchat Conversations

The Co-browse button (the monitor icon next to the call icon in the chat header) lets you ask a visitor for permission to view and guide their screen in real time. It only shows up on Webchat conversations, because Webchat is the only channel where the other side is an actual browser page with a DOM to mirror — WhatsApp, Instagram, SMS, and the rest don't have a browser screen to share.

Requirements to see the button

1. The conversation's channel must be Webchat (check the channel icon in the header).
2. The Co-browse add-on must be active for your organization (Billing → Add-ons → Co-browse).
3. Your user must have the individual permission enabled under Settings → Members ("Can start co-browse sessions" column). Organization owners always have it.

How it behaves

• If any of the three conditions is missing, the button either doesn't render at all (non-Webchat channels) or shows up disabled with a tooltip explaining why (add-on off, or missing permission).
• The same check runs again on the server when the session is created, so even a tampered UI can't bypass it.

Example

Sofia handles two open conversations at once: one on WhatsApp, one on Webchat. On the WhatsApp thread there's no co-browse icon at all. Switching to the Webchat thread, the monitor icon appears next to "Summarize with AI." Clicking it prompts the visitor for consent before anything starts mirroring.

Tips

• If an agent expects to see Co-browse and doesn't, confirm the conversation's channel first.
• If the channel is right but the button is still missing, check whether the add-on is active under Billing.

Troubleshooting

"I see the icon but it's greyed out": your admin hasn't granted you the individual permission — ask them to enable it under Settings → Members. "I never see the icon on any conversation": the Co-browse add-on isn't purchased for your organization.