HELP FILE

Starting an Instant Remote Control Support Session

    Start with remote control to operate the end-user's device.

    1. 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.

      Direct link
      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.

    2. Select Remote Control on the Support page.

      Tip: Checking the Request Remote Control when the Customer arrives box automatically initiates a Remote Control Support Session.

    3. Ask the end-user to click Download application so that they can download and run the application required to establish a support session.

      Result: A Remote Control Support Session is established.

    4. In the Console click anywhere into the screen of the end-user to initiate actual remote control.
    5. To end the session, click End session in the left-hand column of the Support page.