Voom screen share
See what the customer sees while you help them — with optional two-way voice — branded as your own service.
What it is
Voom is TradeCRM's screen-sharing service, shown to customers under your own brand name (for example “YourBrand Share”). The customer gets an email with one button; when they tap Start, you see their screen in your browser. It is view-only: you can never tap, type, scroll or record. Nothing is installed on their phone.
Starting a session
- Open the lead or client page and press “Voom screen share”. The customer gets a branded email from your support address with a Start screen share button; the link works for 30 minutes and one session.
- The viewer opens in a new tab (the sidebar link “Voom screen share” lists all your sessions). Your browser asks for the microphone once — allow it if you want to talk through the page.
- Stay on the phone or talk through the page. The customer sees a red bar the whole time and can mute or stop whenever they want.
- Press End session when done. Sessions expire on their own after two hours.
Phones vs computers
| Customer device | What you see | Why |
|---|---|---|
| Computer (Chrome, Edge, Firefox) | their whole screen or one window — their choice | desktop browsers allow screen capture |
| Android phone | the pages of your website / platform they have open (guided view) | no Android browser can share the whole screen from a web page |
| iPhone | the same guided view | Apple only allows screen sharing for installed apps |
Guided view needs the small voom-guide.js snippet on the website and platform pages. Until it is added to a site, phone customers get a message asking to continue by phone.
Voice
On the consent page the customer can leave “Talk with the agent here” ticked. Their microphone then goes over the same secure connection and they hear you; both of you have a Mute button. This is what keeps the conversation going when a mobile call drops the phone's internet. Nothing is recorded.
Privacy rules you can promise the customer
- You only see what they choose to share, for as long as they share it — other apps, messages and photos stay private.
- You cannot control their device, see their camera or record.
- They can stop at any moment; closing the page ends the session.
- Every session is logged in the CRM timeline and audit trail (who, when, how long) — not what was on the screen.
Who can do what
| Role | Can do |
|---|---|
| Sales | Guided view of your platform only (co-browse the platform pages with the customer). No whole-screen, no watching others. |
| Retention & senior support | Full screen-share (the customer's whole desktop / any app) and watching any live session. |
| Managers / admins | Everything, plus the stats dashboard and the Watch button on every live session. |
This split is automatic: a sales agent's invite is limited to guided view; retention and managers get the full-screen option. Grant an individual extra powers with a second role on Users (see Managers → Multiple roles).
Pointing at things (guided view)
While co-browsing the platform (guided view), the agent has Point, Spot and Draw on the toolbar: a laser pointer the customer sees follow your mouse, a click-to-ring spotlight, and a freehand pen. It is purely visual — you still cannot click, type or control anything on their page. (Not available on full desktop screen-share: a browser cannot draw on the customer's real operating system — talk them through it there.)
Watching a session (supervisors)
Retention leads, senior support and managers can watch any live session read-only: Voom dashboard → Watch on a live row (or the Watch button). Multiple people can watch the same session at once without disturbing the agent — they see the screen and hear nothing they shouldn't; they cannot be seen or heard. The customer keeps uploading one stream; the agent re-broadcasts it.
Stats (managers/admins)
Opening Voom as a manager/admin shows a usage overview before anything else: live now, sessions today, how many actually shared, average length, this week, how many were watched, and a per-agent table (sessions, share-rate %, average length). Agents don't see it.
To see the manager views you must be an admin in Voom. Anyone who opens Voom from the CRM sidebar and holds the manager/retention (screen-watch) capability is signed in as a Voom admin automatically.