FAQ
Questions, answered.
Short answers about codes, permission, billing and setup.
Does the customer need to install anything?
No. Customers open the help button on your website (or help99.net), type the 6-digit code and they're in. It works in the web browser with no app and no account.
Can you see my customer's screen without permission?
Never. The customer's screen is shared only after they agree and choose a screen in their own browser. When your agent shows their screen, the customer's screen stays private.
What happens when the code expires?
An expired code can't be used to join, but people already connected stay connected. The agent can extend the session by 15 minutes or create a new code.
How is the $0.25 per hour calculated?
After your 3 included hours, sharing time is charged at $0.25 per hour, prorated to the actual time a screen was shared. Waiting, disconnected or paused time is free.
How many agents can use one plan?
Your whole company. The plan is priced per company, and the monthly hours are shared by all your agents.
Do I need a website to use Help99?
No. The help button is optional. Customers can always enter their code at help99.net.
For longer, plain-language answers about browser screen sharing itself (safety, what an agent can see, phones, recording), read the screen sharing questions and answers.