HELP FILE

Requesting Remote Control

At any time during a chat-only or Remote View support session, agents can elevate the session into a Remote Control session to control the customer's device.

You are either in an active chat-only or Remote View session in the Agent Console.

  1. Depending on whether you are in a Remote View or chat-only session, do either of the following:
    • In a chat-only session, click REMOTE CONTROL
    • In a Remote View session, at the bottom of your browser window, click Click to request Remote Control
  2. Ask the customer to follow instructions displayed on their Chat Panel to grant remote control.

    Note: A guided agent flow is displayed to you in the Agent Console providing information about what the customer is experiencing on their end.

    1. Ask the customer to click DOWNLOAD APPLICATION.
    2. Ask the customer to run the downloaded support application.

    Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.

    The GoToAssist Remote Support application is launched on the customer's computer; remote control starts.
    Restriction: Remote Control for Android is officially supported on Samsung (with Knox), LG, Motorola, and supported versions of Huawei devices with dedicated add-ons. Version 2.1.0-217 (and above) of the GoToAssist Remote Support Android app offers Remote Control for additional brands.
  3. To end the session, click the END SESSION icon in the session header.