HELP FILE

Starting a Chat-only Session

    A chat-only session allows a support agent to engage in a two-way chat with an end-user without requiring them to download any software.

    1. Select Start remote support session in the Instant remote support card on the Support page of the Console..

      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

    2. Make sure that on the Support Session tab, Request remote control as soon as end-user arrives is NOT checked.
    3. Invite your end-user to join the session by sending them the Support key. You can either send them a Direct link, Send SMS or Send Email by selecting the most convenient option of your choice.

      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 end-user.
      3. Ask the end-user to open the message, and click the link to join the support session.

        A new browser tab is opened on the end-user's device displaying the session chat panel.

      Send SMS
      1. Click Send SMS.

        The Send SMS dialog box is displayed.

      2. Provide the end-user'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 end-user to open the message, and click the link in the message to join the support session.
      Send 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 end-user's valid email address, and send the message.
      3. Ask the end-user to open the message, and click the link to join the support session.

    Results:
    The support session is established with the end-user. You can now exchange chat messages.
    Tip: You can send files to the end-user during a chat-only session. For details, see Sending files.
    • To chat with the end-user, type your message in the Message field in the bottom right corner of the console, and hit Enter.
    • At any time during a chat-only support session, you can request to view the end-user's screen or control their device.
    • To end the session, click End session in the top of the console.
    Article last updated: 3 October, 2022