How do I invite external specialists to a support session?
Representatives can invite up to 5 external specialists (i.e., users that do not have a HelpAlert seat) to participate in a support session. Depending on your portal configuration, these users can be invited to the session with view only or full remote control access.
Note: This is a portal setting that is available for Phone, Web, and Queue Mode Portals, and must be enabled within your account by company manager or Customer Care representative. Additionally, your account must be running v11.7, b1181 or newer.
Once the setting is enabled, representatives can invite external specialists using the same invitation as follows:
What to do next:
Note: If the hosting representative's settings allow it, the external specialist can share their screen during the support session.
Related:
Article last updated: 27 September, 2022
Due to the nature of the feature, this article is rarely updated, but you are viewing the latest version of our documentation.