HELP FILE

Starting a SeeIt Camera Share Session

The GoToAssist Remote Support v5 agent console provides agents with a video-enabled support solution with integrated Voice over IP (VoIP). With GoToAssist Remote Support v5, customers can use a smarthpone to stream secure, live video directly back to support agents. Agents can see the issue with their own eyes, enabling them to remotely guide customers through troubleshooting, problem resolution, product setup, claim reporting and more.

Important: The agent must have an active GoToAssist Remote Support Mobile add-on license.
  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 Camera Share window, click Connect to Camera.
    A Support Key is generated and displayed in a new window.
  3. 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.

    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.

  4. Ask the customer to follow instructions displayed on their Chat Panel to start camera sharing.
    Once the customer has granted access to their device camera, the camera share session starts.
  5. To end the session, click End session in the top-right corner of the console.

For information about features and tools you can use during a remote control session, see Managing a SeeIt Camera Share Session.