When a client is actively using their portal (within the last 30 minutes), you'll see a notification that they're online. You can then request to view their screen so you can guide them step-by-step through any questions or issues they might have. This feature works entirely within Stax.ai, so you don't need to use separate screen sharing tools or ask clients to download anything.
Key Benefits
Provide immediate help without delays - When a client is stuck or confused, you can see exactly what they're seeing and guide them right away, without waiting for phone calls or emails
Reduce back-and-forth communication - Instead of asking "What do you see on your screen?" multiple times, you can see it yourself and give precise instructions
Build client confidence - Clients feel supported when you can help them in real-time, which improves their experience and trust in your service
Save time for everyone - No need to schedule separate screen sharing sessions or use external tools; everything happens right in the platform
How To Use
Step 1: Check if a client is active
Navigate to the Client or Plan page in your Stax.ai dashboard (this is where you view information about a specific client)
Look for a badge or notification that says: "Active Client Session: [User Name] is currently on the client portal. You may request to see his screen to provide assistance."
This badge appears automatically when someone from that client has been active in their portal within the last 30 minutes.
The badge shows the name of the person who is currently using the portal.
If you don't see this badge, no one from that client is currently active, and you won't be able to request screen viewing.
Step 2: Request to view the client's screen
Once you see the active client session badge, look for the "Request Co-browsing" button
Click the "Request Co-browsing" button
A modal window (pop-up box) will appear on your screen
You'll see a loading icon and the message: "Waiting for the client to accept the request…"
Keep this window open while you wait for the client's response
Step 3: Wait for client acceptance
On the client's side, they will see a pop-up notification asking if they want to share their screen
The client must click to accept the request for you to see their screen
If the client declines or doesn't respond, you'll see a message indicating the request was not accepted
You can try requesting again later if needed
Step 4: View the live screen
Once the client accepts your request, the modal window will change
You'll now see the client's screen in real-time, showing exactly what they're looking at in their portal
You can watch as they navigate through pages, fill out forms, or interact with features
Use this view to provide specific guidance like "Click the button in the top right corner" or "I can see you're on the right page"
Step 5: End the screen viewing session
When you're done helping the client, you can close the screen viewing window
The client will also see a "[ o LIVE ]" badge on their screen with a "Disconnect" button
Either you or the client can end the session at any time by closing the window or clicking disconnect
The session ends automatically if the client closes their browser or becomes inactive
Viewing Session Replays
You can view replays of all client portal sessions, including past live screen sharing sessions. To access session replays:
Navigate to the Company Overview tab in your Stax.ai dashboard
Click on the Sessions tab
You'll see a list of all recorded client portal sessions
Select any session to view a replay of what the client saw and did during that session
Troubleshooting Tips
The badge doesn't appear: Make sure the client has been active in the last 30 minutes. The badge only shows for recent activity
The client doesn't see the request: Ask the client to check if they have pop-up blockers enabled, as these might prevent the request notification from appearing
The screen view is blurry or delayed: This can happen with slower internet connections. Ask the client to check their internet connection if possible
You can't see the client's screen after they accept: Try refreshing your browser page, or request the screen view again
Remember, this feature is designed to help you assist clients more effectively. Don't worry if it takes a moment to connect - the system is working behind the scenes to establish a secure connection.
You're doing great by using this tool to provide better client support!