LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

GoToAssist is now GoTo Resolve. Discover what our all-in-one IT solution can do for your business. Try free.

We are currently experiencing an unplanned outage for this product.
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Service Status
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Get Started
  • Set HelpAlert Preferences
product logo
Back button image Back
Back button image
product logo

Access Optional Features

Access to many of the features and tools within the GoToAssist Corporate HelpAlert and Customer applications is dependent upon your account's configuration. If you do not see or are unable to use one of the features listed below, it may not be enabled for your account.

You can inquire about the specific configuration for your account, or learn more details about our available options. To do so, please get in touch with our Customer Care team by selecting Contact Support on this article.

Web-based chat features

  • Use Web Chat to start all support sessions.
  • Use FastChat to start all support sessions.
  • Allow mobile customers to access customer portals.
  • Upgrade Web Chat sessions to standard support sessions.

Chat box and Viewer features

  • View the customer's screen.
  • Remotely control the customer's mouse and keyboard.
  • Share your own screen with the customer.
  • Include the customer's shared screen in session recording.
  • Allow the customer to use the customer Chat box.
  • Allow the customer to deny remote control of their screen.
  • Send files to the customer.
  • Receive files from the customer.
  • Copy/paste test between the representative and customer's computer (i.e., shared clipboard).
  • Reboot and reconnect the customer's computer.
  • Run the GoToAssist Corporate Customer application as a service.

Optional HelpAlert application features

  • View the portal name in the List View.
  • Retrieve system diagnostic information from the customer's computer.
  • View all categories of remote diagnostic information (categories are configurable).
  • Include the system diagnostics in the session recording.
  • Switch between "Available" and "Not Available" mode.
  • Modify the preferences for "Not Available" mode.
  • View system diagnostics immediately once the customer joins the session.
  • View the "End of Session" message.

Optional session transfer and collaboration settings

  • Transfer support sessions to another representative.
  • Include the previous chat log when transferring sessions.
  • Invite other representatives to join the session as well (i.e., session collaboration).
Related Articles:
  • Change HelpAlert Language
  • Save and Share HelpAlert Preferences
  • Set Alert Preferences
Article last updated: 2 November, 2022
You are viewing the latest version of this article.

Need help?

Contact icon Contact support
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC