The software has different indicators that make your work easier and one of them is the indicator for the screen share option. Once enabled on their side, you will be able to see a red indicator with a screen icon inside. The indicator will appear on the right upper corner of the chat.
This indicator shows only if currently there are no other (more important) indicators. As soon as another indicator shows, for example, if the agent hadn’t replied within 60 seconds, the screen-share indicator will hide behind the pink/clock indicator. This doesn’t mean the screen-share was stopped, just that there is something more important that needs to be done with the chat.