Starting Attended Support Sessions
You can either request to control the customer's device immediately, or start a chat-only session and request screen sharing or remote control when needed.
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Figure 1. GoToAssist Remote Support v5 support session routes
Actual procedures may vary slightly depending on operating systems. GoToAssist Remote Support v5 session initiation follows the usual operating system behavior.
| Platform | Remote View | Remote Control |
|---|---|---|
| Windows | Yes | Yes |
| Mac | Yes | Yes |
| Android | Yes | Yes
Note: Remote Control for Android is officially supported on Samsung (with Knox), LG, Motorola, and supported versions of Huawei devices with dedicated add-ons. Version 2.1.0-217 (and above) of the GoToAssist Remote Support Android app offers Remote Control for additional brands.
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.
|
| Chrome OS | Yes | No |
| iOS | Yes | No |
Note: The availability of the Remote Control feature also depends on an account-level setting in the GoToAssist Remote Support Administration Center.
Article last updated: 27 September, 2022