What is GuidedView?
GuidedView is a screen-sharing app for phone support. It lets a business see a customer's iPhone, Android phone, or computer screen live while both people stay on their normal phone call. The agent sends a one-time link by text message or email. The customer opens it, confirms who sent it, and approves sharing. Customers sharing from a phone use the free GuidedView app; customers on a computer use their browser with nothing to download. The agent watches from a browser on a phone or computer. Customers never need an account and never pay. Nothing appears until the customer approves, they can pause before entering passwords or payment details, and sessions are live only, with no recordings. Each invitation works once and expires, and only the person who sent it can view the session. GuidedView costs $29.99 a month, billed monthly.
It replaces the slowest part of phone support: asking "What do you see now?" and waiting while someone describes a screen you can't see. With GuidedView you see exactly what they see, so you can say "Tap the blue Continue button at the bottom" instead of guessing.
The three steps
- Send a link while you're on the call
Sign in to your GuidedView portal, enter your customer's cell phone number or email address, and send the invitation. You never hang up.
- They approve sharing
Your customer opens the invitation on the device they want to share, confirms they're on a call with you, and taps Share. Their device then shows its own screen-sharing prompt, which they approve. No account is needed.
- You guide the next step
Their screen appears live in your browser on a computer or phone. Talk them through each step on the call. When you're finished, end the session, or they can stop it themselves.
What does the customer need on each device?
| Customer's device | What they use | Download needed? |
|---|---|---|
| iPhone or iPad | The free GuidedView app, which uses Apple's screen broadcast | Yes, a free app from the App Store. The invitation sends them there if it isn't installed. |
| Android phone | The free GuidedView app for Android | Yes, a free app |
| Computer (Windows or Mac) | A supported desktop browser | No. The browser asks which screen or window to share. |
Phones need an app because mobile browsers can't capture the whole screen. That's a limit of iOS and Android, not of GuidedView. On a computer, the browser's built-in screen sharing does the work, so there's nothing to install. Read more in screen sharing without downloading an app.
If the invitation sent your customer to the App Store, have them go back to the original text or email and open the invitation again after installing. The link still works as long as it hasn't been used or expired.
What you see on your side
You watch in a web browser on your computer or phone. Any combination works: phone to computer, computer to phone, two phones, or two computers. The session screen shows whether the customer is connected, sharing, or paused, so you always know where things stand.
GuidedView is view-only. You see the screen; your customer does the tapping and typing while you talk them through it. That keeps them in control of their own device, which is also why customers are more comfortable saying yes. If you need to take over a computer and click for someone, a full remote-control tool is the better fit. See screen sharing vs remote access vs co-browsing.
How does the customer stay in control?
- Approval first. Nothing appears until the customer confirms it's you and approves sharing.
- Pause for private steps. Before typing a password, code, or payment detail, the customer taps Pause and your view goes blank. Only they can resume.
- Stop anytime. Stop ends the session immediately.
- One-time links. Each invitation works once and expires, so it can't be reused or passed around.
- Only you can view. Only the person who sent the invitation can view that session.
- Live only. GuidedView doesn't record screen video, so there's nothing stored to manage.
More detail is on the security page, and customers who received an invitation can read Is GuidedView safe?.
What GuidedView doesn't do
Being clear about limits saves you time choosing a tool:
- It doesn't replace your phone call. There's no in-app voice or video chat; you keep talking on your normal line.
- It doesn't let you control, tap, or type on the customer's device.
- It doesn't record sessions. Teams that need screen recordings for quality review need a separate tool for that.
- It doesn't offer unattended access to a computer when nobody is there.
- It doesn't need any code on your website or app, so there's no developer work to start.
If those trade-offs fit how you work, you can be sending invitations a few minutes after you sign up. Compare it with other tools on the comparison hub.
Questions
Does my customer need to download anything?
On a computer, no: the invitation opens in the browser. On an iPhone, iPad or Android phone, the customer installs the free GuidedView app, because phones only allow full-screen sharing through an app.
Does my customer need an account?
No. Customers open your invitation, confirm it's you, and share. Only the person sending invitations needs a GuidedView account.
Can I see their screen on my phone?
Yes. You can watch in a browser on a phone or a computer, and the customer can share from a phone or a computer, in any combination.
How long does an invitation last?
Each invitation works once. An unused invitation expires after 30 minutes. If it expires or was already used, send a new one from your portal.
Is the session recorded?
No. Sessions are live only. GuidedView doesn't record or store screen video.