The design principles
GuidedView treats a customer's screen as theirs. A GuidedView session is a live, view-only video of the customer's screen sent to one person: the agent who invited them. The customer decides when it starts, can pause it before anything private, and can stop it at any time. GuidedView sends video only, with no audio, because the conversation stays on the normal phone call. There's no remote control, no file transfer and no recording path in the product. The agent's side has no way to send taps, clicks or keystrokes to the customer's device. These limits are deliberate. They make GuidedView a narrower tool than remote access software, and they're the reason it's reasonable to ask a customer to share their screen with someone they're talking to on the phone.
Controls in every session
| Control | What it does |
|---|---|
| Approval first | Nothing appears until the customer confirms they're on a call with the sender and approves sharing, including their device's own screen-sharing prompt. |
| View-only | The agent sees the screen. The customer does all tapping and typing. |
| Pause | The customer can pause before passwords, codes, payment details or signatures. The agent's view goes blank until the customer resumes. Only the customer can resume. |
| Stop | The customer or agent can end the session at any time. |
| One-time invitations | Each link works once and expires. Unused invitations expire after 30 minutes. |
| Single viewer | Only the agent who sent the invitation can view that session. |
| No recordings | Sessions are live only. GuidedView doesn't store screen video. |
How screen video travels
Screen video is sent with WebRTC, the same real-time technology browsers use for video calls, which encrypts media in transit. GuidedView tries a direct connection between the customer's device and the agent's browser first. When a network blocks that, an encrypted relay server carries the stream. GuidedView's session server handles setup and session status. It doesn't carry the screen video.
Invitations go straight from GuidedView to the customer by text or email, so the agent never holds a link that could open the customer's side of the session.
What information GuidedView keeps
GuidedView keeps what it needs to run sessions: invitation delivery status, session times and states (such as paused or ended), and, for agents, the account and its session summaries. Screen video isn't stored, so there's no recording to delete. The privacy policy lists every category, the service providers involved and retention, and support explains how to request access or deletion.
What no screen-sharing tool can prevent
Honesty matters here. Anyone who can see a screen could photograph their own monitor, and a customer can still read a code aloud on the phone. That's why GuidedView puts the customer in control of when sharing happens and makes Pause one tap away. Teams using GuidedView should still train staff never to ask for passwords or one-time codes. Our guide to protecting customer privacy during screen sharing covers a simple policy.
GuidedView doesn't make claims about industry certifications. If your work is regulated, your own compliance, recording and recordkeeping obligations still apply. Ask us at support@syncedupsolutions.com if you need details for a security review.
Questions
Can the agent control my phone or computer?
No. GuidedView is view-only. The agent sees your screen; you do all the tapping and typing.
Is my screen recorded?
No. GuidedView sessions are live only and screen video isn't stored.
Is the video encrypted?
Yes. Screen video is sent with WebRTC, which encrypts media in transit, whether it travels directly or through a relay server.
Can anyone else watch my session?
Only the agent who sent the invitation can view it. Invitation links work once and expire, so a forwarded or old link won't open the session.
Does GuidedView hear my call?
No. GuidedView sends screen video only. Your conversation stays on your normal phone call.