GuidedView vs Zoom: share in a meeting, or on the call you're already on

At a glance

What is Zoom?

Zoom is a video meeting platform from Zoom Communications. Its Zoom Workplace apps for iPhone, Android, Windows, macOS and Linux let people join a meeting by link or meeting ID and share their screen with everyone in it. Zoom is built for meetings: video, chat, annotation and recording, with a free Basic plan that caps meetings at 40 minutes and paid plans that start with Pro. For customer support, Zoom works when the customer is willing to install the Zoom Workplace app, join a meeting and move the conversation into it. A participant does not need a Zoom account to join unless the host requires sign-in. Because so many people already have Zoom installed, it is a familiar choice for planned sessions such as onboarding calls, product demos and training. Zoom is a less natural fit for an unplanned support call that started on a regular phone line.

Can Zoom share an iPhone or Android screen?

Yes. Zoom documents phone screen sharing in its Zoom Workplace app. On iPhone, the customer joins the meeting in the app, taps Share, chooses Screen, picks whether to include device audio and taps Start Broadcast. Zoom requires iOS 11 or later and recommends turning on Do Not Disturb first so notifications do not appear on the shared screen. Annotation is not available when sharing the entire iPhone screen.

On Android, the customer taps Share, then Screen, and accepts Android's notice about what the share can access. A broadcast icon stays in the notification bar while sharing. On Android 15 and later, Android itself hides notification content and password fields from the people viewing a screen share.

What happens to the phone call you're already on?

A Zoom screen share lives inside a Zoom meeting, not inside your phone call. If you are already talking to a customer on a regular line, the customer either juggles your call and a Zoom meeting at the same time, or moves the conversation into Zoom audio. Zoom includes toll dial-in numbers with all plans (toll-free numbers need Zoom's Audio Plan add-on), but dialing in connects the customer to Zoom's meeting bridge, not to the call you were on.

Businesses that use Zoom Phone can elevate a call into a meeting. Zoom notes that an outside caller on a regular phone line joins that meeting as an audio-only phone participant with no option to start video, and has to be sent a separate join link to do more.

GuidedView has no voice or video of its own. You stay on the same phone line, send an invitation by text or email, and the customer's screen appears in your browser once they approve. See how to see a customer's screen during a phone call.

Can Zoom control, pause or record a customer's phone screen?

Control: no. Zoom states that remote control is not supported on iPhone, and participants who join from an iPad or Android device cannot request or give remote control. Remote control in Zoom is a feature for Windows and macOS computers. That is a real strength for computer support.

Pause: desktop only. Zoom's desktop app has Pause and Resume share controls, but pausing is not documented for iPhone or Android, so a customer on a phone who needs to type a password has to stop sharing and start again. In GuidedView, the customer taps Pause before passwords, verification codes or payment details. While paused, the agent sees nothing, and only the customer can resume.

Recording: yes, for the host. Zoom hosts can record a meeting, including a shared phone screen, locally from the desktop app on the free plan or to the cloud on Pro and above. For teams that need recordings, that is a reason to choose Zoom. GuidedView is live only and does not record or store screen video.

How does Zoom pricing compare with GuidedView?

Zoom Pro costs less per seat than GuidedView and includes a full meeting toolset. On the free Basic plan, a long troubleshooting session can hit the 40-minute cap. GuidedView costs $29.99 a month per account, can be canceled anytime, and does one job: showing you a customer's screen during a phone call. See GuidedView pricing.

Which should you choose?

Many teams use both: Zoom for planned meetings and GuidedView for the support call that starts on the phone. See how GuidedView works or create an account.