Why does screen sharing need a privacy policy?
Screen sharing shows a support agent everything on the customer's screen, not just the app the call is about. That can include text message previews, email subject lines, banking alerts, photos, and passwords typed while the agent is watching. MDN's documentation for the web's screen capture standard calls users inadvertently sharing content they did not wish to share the largest potential issue, and gives the example of a background window with personal information or a visible password manager. A privacy policy for screen sharing support exists to shrink that exposure to what the agent actually needs: one screen, one step, for the length of the problem. The rules below are habits more than technology. They work with most screen sharing tools, cost nothing to adopt, and protect the business as much as the customer, because information an agent never sees is information the business never has to protect.
A screen sharing privacy policy in ten rules
- Get consent every time
Explain what the customer will share, who will see it, and how to stop, then let them approve. If they hesitate, offer to continue without screen sharing.
- Share the smallest surface
On a computer, ask customers to share one window or browser tab instead of the entire screen. On Android, Google says that since Android 14 QPR2 people can share a single app instead of the whole screen.
- Close unrelated apps and tabs
Ask the customer to close banking, email, messaging and photo apps that have nothing to do with the call before sharing starts.
- Silence notifications
Ask the customer to turn on Do Not Disturb or a Focus so message previews do not pop up mid-session. Steps for iPhone and Android are below.
- Pause before private entry
Passwords, verification codes, card numbers, Social Security numbers and signatures should be typed with sharing paused or stopped. Tell the customer before the step arrives.
- View instead of control
When the customer can do the tapping, view-only sharing is enough. It keeps the customer in charge and removes the risk of an agent acting on something private.
- Avoid recordings you do not need
A screen recording can capture everything above. If your business must record for regulatory reasons, follow your own retention and access rules. If it does not, do not create the recording.
- Use one-time links
Send a fresh invitation for each session, never reuse an old link, and tell customers never to forward one.
- Never ask for passwords or codes
Make it a written rule. Apple says it never asks for verification codes to provide support, Google says it will never call to ask you to read one, and the FTC says anyone who asks for one is a scammer. See how to share your screen safely.
- End cleanly
Stop the session when the task is done, and ask the customer to confirm that their phone's sharing indicator is gone. See how to stop screen sharing on iPhone.
How do customers silence notifications before sharing?
| Device | How to turn it on | Good to know |
|---|---|---|
| iPhone | Open Control Center, tap Focus, then tap Do Not Disturb | Apple says notifications are allowed by default when you share your screen using SharePlay or Screen Mirroring; you can turn that off in Settings, Notifications, Screen Sharing |
| Android | Swipe down from the top of the screen, then tap Do Not Disturb | Google says Android 15 hides notification content during screen sharing sessions |
| Computer | Share a single window or tab instead of the entire screen | Notifications that appear outside the shared window stay out of view |
Remind customers to turn Do Not Disturb off after the call, so they do not miss messages later.
What should agents say to customers?
| Moment | Sample script |
|---|---|
| Before sending the link | “I'm going to text you a link so I can see your screen. You'll approve it on your phone, and you can pause or stop anytime.” |
| Before sharing starts | “Before you tap Share, could you close any other apps and turn on Do Not Disturb so your messages stay private?” |
| Before a private step | “The next screen asks for your password. Please tap Pause, type it in, then resume. I don't need to see it.” |
| If something private appears | “A notification just came up. I'll look away. You may want to pause while you clear it.” |
| At the end | “We're all set. I'm ending the session now. You should see the sharing indicator go away.” |
What if an agent sees something private anyway?
- Say so and look away. Customers appreciate honesty more than pretending nothing happened.
- Ask the customer to pause while they clear or close it.
- Do not write it down, repeat it, or take a screenshot.
- Follow your company's internal policy if it involves another person's information or a regulated record.
What should a privacy-friendly screen sharing tool include?
- The customer approves each session on their own device before anything is shared
- A pause control the customer owns, so the agent cannot see private entry
- View-only sharing, or a clear separation between viewing and control
- No recording by default, or no recording at all
- One-time invitation links that expire
- Viewing limited to the agent who sent the invitation
- Encrypted connections and a visible sharing indicator on the customer's device
GuidedView was built around this list. Customers approve before anything appears, can pause before private steps (only they can resume), and can stop at any time. Agents can view but not control. Invitations work once, unused invitations expire after 30 minutes, only the sending agent can view, sessions travel over encrypted connections, and GuidedView does not record or store screen video. Read more on the security page.
A privacy-friendly tool supports good habits, but it does not replace your company's own privacy, call-recording or industry requirements. Confirm your policies with your compliance team.
Questions
Can the agent see my notifications while I share my screen?
It depends on the device and how you share. Apple says notifications are allowed by default during SharePlay or Screen Mirroring, and Google says Android 15 hides notification content during screen sharing. The simplest protection is turning on Do Not Disturb or a Focus before you share.
Should support teams record screen sharing sessions?
Only when there is a clear business or regulatory need. A recording can capture private details that appeared on screen, and it then has to be stored and protected. If you must record, follow your own retention and access rules. If you do not need it, skip it.
Is it okay for an agent to watch a customer type a password?
No. Ask the customer to pause or stop sharing, type the password, then resume. The agent only needs to know the step is done. The same goes for verification codes, card numbers and Social Security numbers.
What is the most private way to share a computer screen?
Share one window or browser tab instead of the entire screen, close unrelated tabs and apps first, and turn on Do Not Disturb. MDN warns that a visible background window or password manager can expose personal information you did not mean to share.
Does GuidedView record screen sharing sessions?
No. GuidedView sessions are live only, and GuidedView does not record or store screen video. Customers can pause before private steps, and only the agent who sent the invitation can view the session.
Sources
Third-party details were checked against these pages as of November 2, 2026. Products change, so confirm current pricing and features with each vendor.
- MDN: Using the Screen Capture API (privacy and security)
- Apple iPhone User Guide: Turn a Focus on or off
- Apple iPhone User Guide: Change notification settings (screen sharing)
- Android Help: Limit interruptions with Modes and Do Not Disturb
- Android Developers: Android 15 behavior changes (screenshare protection)
- Android Developers: Android 15 features (app screen sharing)
- Apple Support: Recognize and avoid social engineering schemes
- Google Account Help: Google account security scams by phone
- FTC Consumer Alert: What's a verification code and why would someone ask me for it?