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An agent that runs in the isolated box can have a computer of its own: a browser that keeps its sign-ins between cases, or a full desktop. You can watch its screen live and take control of it, for example to sign in somewhere the agent cannot, then hand it back. For how the stream travels and who can see it, see The live view: watching and taking control.
The live view is not included in the Free plan. See Plans.

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Before you start

The agent's runner in the box

The computer lives in the isolated box on your Mac. An agent whose runner runs directly on the Mac has none.

Its Computer turned on

On the agent’s Tools tab, Computer at Read only (it opens pages and looks) or Read and change (it also clicks, types and uploads). Off, you can still watch its screen, but the agent never uses it.

A department lead or above, to watch

Watching needs the department lead role or higher.

Permission, to take control

Owners and admins can take control. Another member needs that permission from an admin; ask support to grant it, as it is not yet in the dashboard.

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Watch

Open the live view from either place:
  • From a case: on the case page, Computer → Watch live.
  • From the agent: its Computer tab, Open the live view.
Then press Watch live. Nothing streams until you do. A banner says you are watching, and the view is on your workspace’s audit log. Stop watching ends it. A view left in a background tab stops after a minute, unless you hold control.

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Take control and hand back

  1. Press Take control. The view says You’re in control once the computer has handed it to you; until then your keys go nowhere.
  2. Click and type in the view. While you hold control the agent cannot use its computer; it is told a person is using it.
  3. Press Hand back. The computer is the agent’s again.
If someone else is in control, the view names them. Owners and admins can Take over or Revoke their control. When an agent asks a person to use its computer (to sign in, say), the case shows the request with Open its computer. Take control, do what it asked, and Hand back: that answers the request, and the agent picks the work back up.

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Settings for the workspace

  • Let the person in control paste text into the agent’s computer. Nothing is ever copied from the computer to anyone watching.
  • Record the agent’s computer. Off by default. When on, the agent (if its Computer is at Read and change), or a person in a live view opened from a case, can record the screen as it is, nothing hidden, and the recording is saved to the case’s files for 30 days.
Each applies to live views opened after the change. To switch the live view off for the whole workspace, or to allow direct peer-to-peer connections instead of the relay, ask support: neither is in the dashboard yet.

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If it doesn’t connect

  • “The agent’s computer is offline right now.” Its Mac is asleep, or the Agentick app has stopped the box. See Sleep.
  • The view takes a while, then shows a warning banner. A network on the way blocks the encrypted relay, so the view fell back to a relay through Agentick’s servers, which can see the screen and what you type while it is open. It works the same. To avoid it, allow outbound UDP and TCP on port 3478, and TCP on 5349, to turn.cloudflare.com, from the agent’s Mac and from your own network.
  • “Live view of agents’ computers is switched off in this workspace.” An admin’s choice; ask them.