HELP FILE

How does the Customer Know GoToAssist Remote Support v5 has Access to their Device?

Attended Sessions

During an attended support session, when the agent gets access to the customer's screen, a notification window is displayed to the customer: GoToAssist Remote Support is sharing your screen.
Important: During a Remote Control session, the agent can click Hide, in which case the notification window is closed and is not displayed again during the session.

When the screen of a Mac device is being accessed, besides the notification window, the screen that is being shared also displays a yellow frame.

Unattended Access

Setup During an Attended Session
When an agent is trying to set up unattended access to the customer's device during an attended session, a notification window is displayed to the customer. They need to explicitly grant permission by clicking Allow Unattended Support. If they click Decline, or take no action within nine seconds, the permission is denied.
Important: The agent has no access to this window, therefore cannot click either option.
Unattended Access Set up on a Device
When Unattended Access has been set up on a computer, the icon of the GoToAssist Remote Support application is displayed on the customer's system tray (Win) or Application menu (Mac).
Access During an Unattended Session
When the agent gets access to the customer's screen, a notification window is displayed to the customer: GoToAssist Remote Support is sharing your screen.
Important: During a Remote Control session, the agent can click Hide, in which case the notification window is closed and is not displayed again during the session.

When the screen of a Mac device is being accessed, besides the notification window, the screen that is being shared also displays a yellow frame.