GuidedView vs Upscope (UserView): co-browsing your site or seeing the whole screen

At a glance

What is Upscope (UserView)?

Upscope is a co-browsing company whose customer support product is now sold under the name UserView, at userview.com, where the footer notes that UserView is a product under Upscope Limited. UserView lets a support agent see and interact with a customer's view of the business's own website or app. The business adds a JavaScript snippet to its web pages, by script tag, NPM or React, and adds the iOS, Android, Flutter or React Native SDK to its native apps. Once that is in place, an agent can start a session with one click, and the Core plan includes tools to see, draw, click, type and scroll on the customer's behalf. Sensitive fields can be masked so they never leave the customer's browser. UserView offers more than 20 helpdesk and chat integrations, such as Intercom, Zendesk, Salesforce and Freshchat. It is built for small and large support teams in areas like insurance, finance, healthcare, HR portals and e-commerce.

Is it Upscope or UserView?

Both names point to the same company's support co-browsing product. Upscope's website now lists four products: UserView for support co-browsing, HelloScreen for screen sharing in sales, a Co-Browsing API and LiveDocument. UserView's documentation still uses the Upscope name. We found no dated rename announcement, so this page uses "Upscope (UserView)".

HelloScreen is easy to confuse with GuidedView because both are used over the phone. HelloScreen is marketed for the opposite direction: the agent texts or emails a personal link and presents their own documents, web pages or screen to the client's phone. GuidedView works the other way around, showing the agent the customer's screen.

Can Upscope see a customer's whole phone or computer screen?

No, and UserView presents that as a feature. Co-browsing shows only the pages or app screens where your snippet or SDK is installed. UserView's own comparison contrasts "Only the active browser tab" with screen sharing, where "The whole desktop is exposed." When customers' problems live inside your product, that boundary is useful: the agent sees exactly your interface, sensitive fields can be masked, and the agent can click a button instead of describing it.

GuidedView sets the boundary in a different place. The customer shares the device's screen, so the agent can follow along when the problem is outside your site. Privacy comes from the customer's own controls rather than code: the customer approves sharing, can tap Pause before passwords or payment details, and is the only one who can resume. See how GuidedView works and how sessions are protected.

What does each tool need from your team, and what does it cost?

UserView needs a developer or site admin to add the snippet to the web pages agents should see, and an engineer to add the SDK to native apps. Upscope sells an Implementation Package for $1,200, one time, for teams that want help. In return you get one-click sessions from tools like Intercom or Zendesk, plus a REST API and webhooks.

GuidedView has no SDK and nothing to add to your website. An agent signs up, subscribes and sends a text or email invitation while on the call. Each GuidedView account is $29.99 a month with every feature included.

UserView also offers a 14-day free trial with no credit card, extended to 30 days if you book a demo. For a single seat billed monthly the prices are close. The bigger difference is what the money buys: control inside your own product, or a view of the customer's whole screen with no engineering work. Details are on GuidedView pricing.

Which should you choose?

Start from where the problem usually lives. If it is always inside your product, UserView's control tools save steps. If customers get stuck across email, settings and other websites while on the phone with you, GuidedView shows the whole picture. You can sign up and send an invitation on your next call.