Thanks! I'm Patrick Leahy, one of the co-founders. Firefly plays quite nicely with chat platforms like Olark and SnapEngage, as well as with other existing customer service software you're using. Your customers can start screensharing in a number of ways: with a button, with a keyboard command, or with a Javascript function that allows you to custom build Firefly right into your interface. We also offer an API if you want to deploy Firefly in your own customer service product. Give us a shout at our office (213.784.0273) if you'd like a demo!