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.
- 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!
Article last updated: 27 September, 2022