Can co-browsing fill forms for customers? How remote control works

By the BrowseWithMe team · Updated 25 September 2026

How does remote control work?

1. The session starts with a 7-digit PIN, as usual.
2. The agent clicks “request control”.
3. The customer sees a request and must accept it.
4. The agent can now work on the page. Both mouse pointers stay visible, so it is clear who is doing what.

With BrowseWithMe, once control is given it stays until the session ends. Tell customers this before they accept.

When should an agent fill the form?

• The form is long and the customer is getting stuck.
• The customer finds typing hard, for example older customers or on a small laptop.
• Details are being read out over the phone anyway.

Often pointing is enough. The agent can highlight the right field or draw an arrow, and the customer fills it in. Start there, and take control only when it truly helps.

Good habits for agents

• Say what you are about to do before you do it.
• Let the customer press the final “Submit” or “Pay” button themselves.
• Never ask for passwords. The customer should type those.

Quick questions