Features Overview for the Agent Console

This article gives an overview of all the in-session features and functionalities available for users of the Agent Console. Available features are presented broken down by session type.

Tip: Where applicable, a link to the respective dedicated support article is provided for detailed information about the given feature.

Chat-Only Sessions:

Chat: The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
Send Files: The agent and the customer can send each other files during any active session.
System Info (Diagnostic Reports): The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
Session Notes: The agent can take notes during a session. The notes can be viewed in session reports.
Transfer Session: The agent can pass a support session to another active agent.
Restriction: Session transfer is not available in the Agent Desktop Console.

Remote View Sessions:

Chat: The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
Send Files: The agent and the customer can send each other files during any active session.
System Info (Diagnostic Reports): The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
Session Notes: The agent can take notes during a session. The notes can be viewed in session reports.
Transfer Session: The agent can pass a support session to another active agent.
Restriction: Session transfer is not available in the Agent Desktop Console.
Snapshot: The agent can create a screen capture of the customer's device.
Reverse Screen Share: The agent can share their screen with the customer during a Remote View or Remote Control session, so they can provide visual guidance to the customer without taking control of the customer's device.
Restriction: Reverse screen sharing is not available in the Agent Desktop Console.
Zoom: The agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.

Remote Control Sessions:

Chat: The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
Send Files: The agent and the customer can send each other files during any active session.
File Browser: During a Remote Control session, the agent can browse and download files from the customer's device using the FILE BROWSER button on the toolbar in the top-right corner of the Agent Console.
System Info (Diagnostic Reports): The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
Session Notes: The agent can take notes during a session. The notes can be viewed in session reports.
Snapshot: The agent can create a screen capture of the customer's device.
Reverse Screen Share: The agent can share their screen with the customer during a Remote View or Remote Control session, so they can provide visual guidance to the customer without taking control of the customer's device.
Restriction: Reverse screen sharing is not available in the Agent Desktop Console.
Zoom: The agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.
Clipboard Sync: The agent can use the Clipboard Synchronization feature to transfer text in both directions between their computer and the customer's device during an active Remote Control session.
Monitor Switch: If multiple monitors are connected to the customer's device, the agent can select which monitor they want to view during a Remote Control session.
Add Unattended Device: The agent can set up unattended access to the customer's device by adding it to the Devices list during a Remote Control session.
For other methods of setting up unattended support, see Setting Up Unattended Support on Desktop.
Admin Mode: The agent can use the ADMIN MODE button to restart the GoToAssist Remote Support application on the customer's machine as a Windows System Service or a Mac daemon. In admin mode, the agent can set up unattended access or log in as another user.
Ctrl+Alt+Del: The agent can use the CTRL+ALT+DEL button during a remote control session to log in to the customer's computer with different credentials or to access the Task Manager.
Restriction: This feature is only available when supporting Windows computers.
Reboot: The agent can restart the customer's computer to aid with software installation, upgrades, or technical issues. The agent can use the reboot feature to initiate a restart of the customer's computer and have it automatically reconnect to the same support session.