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What is the fastest way for a customer support rep to make a how-to guide while on a live chat?
March 6, 2026·2 min read·Screen Recording to Documentation
The fastest way is to record the workflow with a capture tool while walking the customer through the solution. Click record, perform the steps, click stop, and send the generated guide link in the chat. The whole process adds about 30 seconds to the interaction and creates a reusable guide that can be sent to every future customer with the same question.
What is the live chat workflow?
| Step | Time | What Happens |
|---|---|---|
| 1 | 2 seconds | Click the Glyde extension and start recording |
| 2 | 2-5 minutes | Perform the solution steps while chatting with the customer |
| 3 | 2 seconds | Click stop recording |
| 4 | 10 seconds | Copy the generated guide link |
| 5 | 5 seconds | Paste the link in the chat: "Here's a step-by-step guide for future reference" |
Total added time: ~30 seconds on top of the normal support interaction.
Why is this better than typing instructions in the chat?
| Approach | Time | Reusability | Quality |
|---|---|---|---|
| Type instructions in chat | 5-10 minutes | None — lost in chat history | Low — no screenshots |
| Record a Loom video | 3-5 minutes + upload | Reusable but hard to follow | Medium — video, not steps |
| Capture with a workflow tool | 0 extra minutes (capture while working) | Fully reusable | High — steps + screenshots |
How does this scale?
After one month of capturing guides during live chat:
- 20-30 reusable guides — One per common support question
- 50-70% fewer typed instructions — Send a link instead of typing steps
- Consistent quality — Every customer gets the same accurate guide
- Searchable knowledge base — Guides can be added to your help center
The first guide takes the same effort as solving the ticket normally. Every reuse after that saves 5-10 minutes of typing.
This answer is part of our guide to screen recording to documentation.