When you’ve started a co-browsing session, it’s good to remember that there is always one person in control. 99% of the time it’s the person who starts the session who initially has control (this depends on how your company has integrated Surfly). Being in control means that you can navigate through the website, click buttons, fill in forms, etc.. Everyone else in the session can use their cursor (which is shaped like a pencil) to mark and highlight things on the page.
Depending on your company’s integration of Surfly, you might have the option to switch control. If so, you’ll see a little button in the shape of a hand in your user interface. Click this button to request/take control from the other user.