Use Remote Control to operate the customer's device. The customer will have to download and run a support application.

1. To use the GoToAssist Remote Support v5Agent 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.
   Tip: New to the Agent Desktop Console? You can find detailed information in GoToAssist Remote Support v5 Agent Desktop Console.
2. Depending on which version of the Agent Console you use, in the Instant remote support window, click Start Web Session or Start Session.
   Note: Depending on Administration Center settings, the Agent Desktop Console may automatically start a new session upon launch.

   Tip: Cannot see the Instant remote support window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.
   

   Result: A Support Key is generated and displayed in a new tab.

   Note: Once a Support Key is generated, it remains valid for starting a session for 60 minutes.

3. Make sure that on the Support Session tab, Request Remote Control when Customer arrives is checked.
   
   Note: Here you can also choose to check Request Admin Mode when switching to Remote Control to avoid having to manually elevate the session later. For information about Admin Mode, view Features Overview for the GoToAssist Remote Support v5 Agent Console
4. 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.

   Support Site

   1. Ask your customer to open the indicated support site in their browser.
      Note: The support site to be used is indicated to you in the Support Key window.
   2. Ask them to enter the Support Key you tell them.

      A new browser tab is opened on the customer's computer 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.

   Customer Attended App

   1. Ask the customer to click the system tray icon of the GoToAssist Remote Support Customer Attended App, and select Join a Session.
      
   2. Ask them to enter the support key you tell them.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

5. Ask the customer to follow instructions displayed on their Chat Panel to grant remote control.
   Note: A guided agent flow is displayed to you in the Agent Console providing information about what the customer is experiencing on their end.
   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 GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.

   Tip: Cannot remote control the customer's Mac device?

   • For macOS 10.14 (Mojave), see How to enable remote control on macOS 10.14 (Mojave).
   • For macOS 10.15 (Catalina) and above, see Remote control a Mac computerand How to Solve Unattended Access Issues for macOS Mojave (10.14), Catalina (10.15), and Big Sur (11.0).

   Result: The GoToAssist Remote Support application is launched on the customer's computer; Remote Control starts.

   Restriction: 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.

6. To end the session, click End session in the top-right corner of the console.