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.
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Chat-Only Sessions:
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Chat
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The support
agent can engage in a two-way chat with a customer without requiring the customer to download any software.
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Send Files
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The
agent and the customer can send each other files during any active session.
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System Info (Diagnostic Reports)
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The System Info tab provides a snapshot of the current status of the customer's device to help the
agent troubleshoot problems.
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Session Notes
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The
agent can take notes during a session. The notes can be viewed in session reports.
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Transfer Session
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The
agent can pass a support session to another active
agent.
Restriction: Session transfer is not available in the Agent Desktop Console.
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Remote View Sessions:
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Chat
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The support
agent can engage in a two-way chat with a customer without requiring the customer to download any software.
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Send Files
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The
agent and the customer can send each other files during any active session.
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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.
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Session Notes
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The
agent can take notes during a session. The notes can be viewed in session reports.
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Transfer Session
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The
agent can pass a support session to another active
agent.
Restriction: Session transfer is not available in the Agent Desktop Console.
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Snapshot
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The
agent can create a screen capture of the customer's device.
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Reverse Screen Share
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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.
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Zoom
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The
agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.
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Remote Control Sessions:
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Chat
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The support
agent can engage in a two-way chat with a customer without requiring the customer to download any software.
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Send Files
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The
agent and the customer can send each other files during any active session.
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File Browser
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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.
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System Info (Diagnostic Reports)
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The System Info tab provides a snapshot of the current status of the customer's device to help the
agent troubleshoot problems.
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Session Notes
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The
agent can take notes during a session. The notes can be viewed in session reports.
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Snapshot
-
The
agent can create a screen capture of the customer's device.
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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.
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Zoom
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The
agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.
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Clipboard Sync
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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.
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Monitor Switch
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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.
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Add Unattended Device
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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.
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Admin Mode
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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.
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Ctrl+Alt+Del
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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.
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Reboot
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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.