HELP FILE

Requesting Remote View

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

You are in an active chat-only session in the Agent Console.

  1. Click REMOTE VIEW.
  2. Ask the customer to follow instructions displayed on their Chat Panel to share their screen.

    • Customers on desktop computers using Internet Explorer, Safari, or a version of Chrome below 72 are prompted to download the GoToAssist Remote Support application.
    • Customers on mobile devices should install/launch the GoToAssist Remote Support application to share their device screen.
      Important: You must have an active GoToAssist Remote SupportMobile add-on license .
      Note: Customers on an iOS device need to use the iOS Broadcast feature to enable screen sharing. For detailed information about how the customer can enable Broadcast for the GoToAssist Remote Support application, see How to enable Screen Sharing (Broadcast) on an iOS Device providing an end-to-end view of the process from the customer's perspective.

    Tip: If the customer chose to share a particular application window for remote view, but you need to view another window, ask them to stop sharing that window (the exact procedure depends on the browser they use). Then, you can request Remote View again by repeating the above process allowing them to share a different window or monitor.

At any time during a Remote View session, you can request to control the customer's device by clicking Click to request Remote Control at the bottom of your browser window.