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TrueEngage Screen Sharing for Genesys Cloud

Offer your screen or request the customer’s screen during an interaction, and draw on a shared screen to point at what matters.

Agents access the screen sharing controls through the TrueEngage Agent App inside Genesys Cloud. In the interaction, the app appears as Visitor Journey. This guide explains when screen sharing can help, the two sharing options, what the customer sees, where to find the controls, and what to check before and during a session.

1. Overview

Screen sharing with TrueEngage lets you:

  • Guide a customer through a website or online process
  • Demonstrate how to find a setting or complete a task
  • See an on-screen error or unexpected result for yourself instead of having it described
  • Draw on the customer’s shared screen to point at a field, a button or a message

2. Sharing Options

TrueEngage provides two sharing options:

  • Share your screen offers the agent’s screen to the customer. Use it when you need to demonstrate a process or show information.
  • Request visitor screen asks the customer to share their screen. Use it when you need to see what the customer sees.

Before requesting the customer’s screen, ask for permission and explain what you need to see. Suggest that the customer share a single window or browser tab rather than the whole screen.

3. Availability

Screen sharing is an add-on enabled per TrueEngage account. It is available on these interaction types, provided the interaction started through the TrueEngage widget:

  • Web Messaging (chat)
  • Voice calls placed from the widget
  • Video calls

Screen sharing is not available on interactions that started outside the TrueEngage widget, for example a conversation in the native Genesys Cloud Messenger or a regular phone call.

To share their screen, the customer needs a desktop browser. Mobile browsers generally do not support screen capture, so a customer on a phone or tablet cannot share their screen. They can still view the agent’s shared screen.

The administrator enables the add-on on the TrueEngage side and makes sure display capture is allowed in the Genesys Cloud permissions for the TrueEngage Agent App. This is a one-time setup step.

4. Before You Begin

Make sure you have:

  • An active customer interaction that started through the TrueEngage widget, and access to the TrueEngage Agent App in Genesys Cloud
  • The screen sharing add-on enabled for your account
  • A browser that supports screen sharing, with any browser or operating-system permissions allowed. If the customer is sharing, they need a desktop browser.
  • Agreement with the customer on what will be shared. Close unrelated content and avoid exposing passwords, payment details or other sensitive information. The same applies to your own screen when you share it.

5. Use the Screen Sharing Controls

Open the active interaction in Genesys Cloud, then open the TrueEngage Agent App and find the Screen Sharing panel.

The panel shows one of three states:

  • No active sharing. No session is running, and the two sharing buttons are available.
  • Waiting for permission. A request has been sent, but the other participant has not started sharing yet.
  • Active session. The shared screen is visible, and the Stop sharing button is available.

Screen Sharing controls in the TrueEngage Agent App.

Steps to Share a Screen

  1. Select Share your screen to offer your screen, or Request visitor screen to ask for the customer’s screen.
  2. The person sharing completes the browser prompt. It asks which screen, window or tab to share.
  3. Confirm with the other participant that the right content is visible before you continue. The Waiting for permission state means sharing has not started yet.
  4. Select Stop sharing to end the session or cancel a pending request.

What the Customer Sees

  • When you request their screen: the customer receives the request in the TrueEngage widget. Their browser then shows its own dialog asking which screen, window or tab to share. Nothing is installed, and the customer can stop sharing at any time.
  • When you share your screen: your screen opens for the customer in a separate panel on the same page, next to the TrueEngage widget they are already using.

Drawing on a Shared Screen

While the customer is sharing, you can draw on their screen, for example to circle a field that needs a value or point an arrow at the button that saves a form. The customer sees your annotations on their screen. Use them to show exactly what you mean instead of describing where it is.

6. Troubleshooting

Sharing does not start

  • If the panel stays on Waiting for permission, check whether the other participant received the request and the browser prompt.
  • If the customer is on a phone or tablet, they cannot share their screen. Offer to share your own screen instead, or ask them to continue from a computer.
  • Select Stop sharing to clear the attempt before trying again.
  • If no prompt appears or the problem repeats, contact your administrator or TrueEngage support with the interaction time and the customer’s browser and device. Your administrator can collect browser console messages if support asks for them.