Hi! Welcome to GoToAssist Remote Support v5 Help

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.

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.
   Tip: New to the Agent Desktop Console? You can find detailed information in GoToAssist Remote Support v5 Agent Desktop Console.

2. Depending on which version of the Agent Console you use, in the Instant remote support window, click Start Web Session or Start Session.
   Note: Depending on Administration Center settings, the Agent Desktop Console may automatically start a new session upon launch.
   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.
   

   Result: A Support Key is generated and displayed in a new tab.

   Note: Once a Support Key is generated, it remains valid for starting a session for 60 minutes.

3. Make sure that on the Support Session tab, Request Remote Control when Customer arrives is NOT checked.
   

   Result:

   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.

   Customer Attended App

   1. Ask the customer to click the system tray icon of the GoToAssist Remote Support Customer Attended App, and select Join a Session.
      
   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.

5. To end the session, click End session in the top-right corner of the console.

   

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.