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

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.

Chat

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

Zoom

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.

/getdeviceinfo

Retrieves the following basic device information:

• Brand
• Model
• Type
• Screen resolution

Fastpath: You can also use the /gdi short command.

/getcellularinfo

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.

/getcurrentwifi

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.

/getbatterystats

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!