Support calls slow down when customers must describe a visual problem or share their entire screen. Full remote control creates unnecessary privacy and trust concerns for both the customer and the support team.
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SupportTwin
Support the tab, not the desktop.SupportTwin lets an agent see and guide only the customer-approved browser tab. Pointer guidance, highlights, masking, and optional controlled assistance replace the risky request to share an entire desktop.
01
Why this capability exists
From friction to a clear outcome
SupportTwin opens a consent-based co-browse session for one customer-approved tab. An agent can observe the same page, point to elements, and request narrowly scoped assistance without seeing the rest of the desktop.
02
Real-world scenario
Guide a customer through a complex account setup
- 1
Send the customer a private support link
- 2
Customer approves only the relevant browser tab
- 3
Agent sees the page with sensitive fields masked
- 4
Agent points, highlights, and explains the next action
- 5
Customer closes or revokes the session when complete
03
End-to-end workflow
How SupportTwin works
- 01
The agent sends a private support session link.
- 02
The customer approves the selected tab and sensitive fields remain masked.
- 03
The agent observes, points, highlights, and guides; optional actions require explicit permission.
04
What is included
Core capabilities
One-tab co-browse
Shares the approved product page while unrelated tabs and apps remain private.
Agent pointer
Lets support indicate the exact button, field, or navigation item to use.
Live highlights
Adds temporary visual guidance without changing the customer’s data.
Optional control request
Allows specifically approved actions when observation alone is not enough.
Sensitive-field masks
Keeps passwords, cards, tokens, and configured personal data out of the session.
Session record
Creates an optional support trail for quality, training, and follow-up.
05
Where it wins
Best use cases
- ✓Account setup assistance
- ✓Complex form or checkout guidance
- ✓Troubleshooting customer portals
06
What the user gets
Expected outputs
- →Consent-based co-browse session
- →Guidance pointer and highlights
- →Optional support session record
What changes for the team
- ↗Resolve visual issues without asking for desktop screen share
- ↗Reduce back-and-forth instructions and time to resolution
- ↗Give customers visible control over what the agent can access
Safe by design
- ✓The customer explicitly approves and can revoke the tab session
- ✓Observation, pointing, and control are separate permission levels
- ✓Sensitive fields remain masked from capture and the agent view
SupportTwin makes consent and tab boundaries part of the product, rather than treating privacy as a setting on top of full desktop access.
One shared technical foundation
Powered by the Browser Session Engine.
SupportTwin consumes the same structured DOM events, timeline, context, snapshots, and safe execution primitives as the rest of TabTwin—without requiring another extension.