Co-browsing on a phone call: a simple script for agents
By the BrowseWithMe team · Updated 25 September 2026
Short answer
You don’t need a video call to co-browse. While on the phone, the agent reads out a 7-digit PIN, the customer types it on your website, and the agent sees their page. Below is a word-for-word script you can give your team.
The script
1. Offer. “It might be quicker if I can see the page you’re on. I won’t see anything else on your computer. Is that OK?”
2. PIN. “Great. Click ‘Get help’ at the bottom of the page. You’ll see a box for a code. The code is [7 digits], I’ll say it slowly.”
3. Confirm. “I can see your page now. You’ll see my pointer too, in a different colour.”
4. Guide. “See the box I’m highlighting? That’s where your account number goes.”
5. Control, only if needed. “Would you like me to fill this part in for you? You’ll see a request. Just press accept.”
6. Finish. “All done. You can press ‘Submit’ yourself. I’ll end our screen session now.”
Tips that make it smoother
- Read the PIN in two parts, like “123 … 4567”.
- Use the pointer before you use control. Most customers just need to be shown.
- Say out loud when you end the session. It builds trust.