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Managing a Remote Control/Remote View Session on Mobile

Everything you need to know about features and tools available to you during attended sessions supporting mobile devices.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

Important: The agent must have an active GoToAssist Remote Support Mobile add-on license.

The following features and tools are available to you during a Remote Control session supporting a mobile device.

Remote View
Use Remote View to view the customer's device screen without taking control of the device.
Remote Control
Use Remote Control to operate the customer's device as if you were holding it in your own hands.
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.
Engage in a two-way chat with a customer without requiring the customer to download any software.
Session transfer
You can pass a Remote Control/Remote View session to another active agent within your organization.

For detailed information, see Transferring a Session.

Session Recording
Depending on an account-level setting, can make a recording of all on-screen activity during a support session.

For detailed information, see Working with Session Recording

Agents can zoom in and zoom out on the customer's screen to get a more or less detailed view.

For detailed information, see Zooming in/out on the Customer's Screen.

Device Info through Chat (iOS only!)
You can get basic system information about the iOS device you are supporting by typing simple slash commands in the chat field of the web console.
Retrieves the following basic device information:
  • Brand
  • Model
  • Type
  • Screen resolution
Fastpath: You can also use the /gdi short command.
You can get information about the mobile carrier and network type the device is currently using.
Fastpath: You can also use the /gci short command.
You can get information about the wireless network the device is currently using. (Wireless SSID, BSSID, and IP address)
Fastpath: You can also use the /gcw short command.
You can get information about the battery status of the device.
Fastpath: You can also use the /gbs short command.
Restriction: This feature is available for iOS devices only!
Article last updated: 27 September, 2022