HELP FILE

Starting a Chat-only Session

A chat-only session allows a support agent to engage in a two-way chat with a customer without requiring the customer to download any software.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.
  1. To use the GoToAssist Remote Support v5 Agent Console, log in at https://console.gotoassist.com to access the Agent Web Console, or launch the Agent Desktop Console and log in with your GoToAssist Remote Support v5 credentials.
  2. In the Instant remote support window, click Create session.

    Tip: Cannot see the Instant remote support window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.

    A Support Key is generated and displayed in a new window.
  3. Make sure the Support Session tab is selected.
    Important: To start a chat-only session, make sure the Request Remote Control when Customer arrives checkbox is not checked.
  4. Invite your customer to join the session by sending them the Support Key. To do so, follow the steps of any of the methods below.

    Link and messaging tool
    1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.
    2. Paste the link into your messaging tool, and send it to your customer.
    3. Ask the customer to open the message, and click the link to join the support session.

      A new browser tab is opened on the customer's device displaying the session chat panel.

    Support Site
    1. Ask your customer to open the indicated support site in their browser.
      Note: The support site to be used is indicated to you in the Support Key window.
    2. Ask them to enter the support key you tell them.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

    Text Message (SMS)
    1. Click Send SMS.

      The Send SMS dialog box is displayed.

    2. Provide the customer's mobile phone number, and click Send SMS.

      A confirmation box is displayed showing the number to which the SMS has been sent.

    3. Click Done.
    4. Ask the customer to open the message, and click the link in the message to join the support session.
    Email
    1. Click Send Email.

      A new email message is opened in your default email application containing a session link.

      Tip: If a new message is not opened, check your default email application under your OS settings.
    2. Enter the customer's valid email address, and send the message.
    3. Ask the customer to open the message, and click the link to join the support session.

The support session is established with the customer. You can now exchange chat messages.
Tip: You can send files to the customer during a chat-only session. For details, see Sending Files.
  • To chat with the customer, type your message in the Message field in the bottom right corner of the console, and hit Enter.
  • At any time during a chat-only support session, you can request to view the customer's screen or control the customer's device.
  • To end the session, click End session in the top-right corner of the console.
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