HELP FILE

Requesting Remote Control

At any time during a chat-only or Remote View support session, agents can elevate the session into a Remote Control session to control the customer's device.

You are either in an active chat-only or Remote View session in the Agent Web Console.

  1. Depending on whether you are in a Remote View or chat-only session, do either of the following:
    • In a chat-only session, click REMOTE CONTROL
    • In a Remote View session, at the bottom of your browser window, click Click to request Remote Control
  2. Ask the customer to follow instructions displayed on their Chat Panel to grant remote control.
    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 RescueAssist by LogMeIn Android app guides affected users through the simple installation of the required add-on app.

    The RescueAssist by LogMeIn 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 devices and supported versions of LG and Huawei devices only.
    Tip: Cannot remote control the customer's macOS 10.14 (Mojave) device? See How to enable remote control on macOS 10.14 (Mojave).
  3. To end the session, click the END SESSION icon in the session header.