HELP FILE

Managing a Camera Share Session

    Everything you need to know about features and tools available to you during sessions.

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

    What can the Agent Do During a Session?

    During a session, the agent can perform the following actions.

    End session
    Transfer session
    The agent can pass a session to another active agent within your organization.

    For detailed information, see Transferring a Session.

    Mute/Unmute audio
    The agent can mute/unmute the audio connection at any time during the session.
    Snapshot
    The agent can create screen captures/snapshots during a support session.

    What can the Customer Do During a Session?

    During a session, the customer can perform following actions.

    Exit
    The customer can end the session at any time during the session by tapping Exit.
    Pause streaming
    The customer can Pause streaming at any time during the session.

    When the customer taps Pause, only the camera stream is stopped, the support session stays active in the Agent Console.

    Mute/Unmute audio
    The customer can mute their microphone at any time during a session.
    Important: The audio connection is automatically muted in case of an incoming call to the customer's device.
    Article last updated: 27 September, 2022