HELP FILE

Starting a Remote Control Session

Use Remote Control to operate the customer's device. The customer will have to download and run a support application.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

Important: To support mobile devices, the agent must have an active GoToAssist Remote Support Mobile add-on license.
Restriction: Remote Control is currently not available on iOS devices.
  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 that on the Support Session tab, Request Remote Control when Customer arrives is checked.

    Note: Here you can also choose to check Request Admin Mode when switching to Remote Control to avoid having to manually elevate the session later. For information about Admin Mode, see Restarting the GoToAssist Remote Support v5 application as a System Service

  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.

  5. Ask the customer to follow instructions displayed on their Chat Panel to grant remote control.

    Note: A guided agent flow is displayed to you in the Agent Console providing information about what the customer is experiencing on their end.

    1. Ask the customer to click DOWNLOAD APPLICATION.
    2. Ask the customer to run the downloaded support application.

    Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.

    The GoToAssist Remote Support application is launched on the customer's computer; remote control starts.
    Restriction: Remote Control is currently not available on iOS and Chrome OS devices. Remote Control for Android is available for Samsung, LG, Motorola, and supported versions of Huawei devices only.
  6. To end the session, click End session in the top-right corner of the console.