HELP FILE

Working with Multiple Sessions

    To cover scenarios where a support agent needs to be supporting several end users simultaneously, agents can start new sessions when they already have an active session.

    1. While having an active session in the Agent Web Console, open the Session menu from the top-left corner of the Agent Console, and select the type of session you want to initiate.

      Result: A support key is generated and displayed in a new tab.

    2. Select the type of the new session according the information below.

      • To start a chat-only session, make sure the Request remote control as soon as end-user arrives checkbox is NOT checked on the Support Session tab.

        For detailed information, see Starting a Chat-only Session.

        Tip: At any time during a chat-only support session, you can request to view the end-user's screen or control the end-user's device.
      • To immediately start a Remote Control session, make sure the Request remote control as soon as end-user arrives checkbox is checked on the Invite end-user screen.

        For detailed information, see Starting an Instant Remote Control Support Session.

      • To start a Camera Share session, in the Camera Share window click Connect to Camera.

        For detailed information, see Managing a Camera Share Session.

      • To start supporting a mobile device, select Start mobile support session on the Support screen.

      Result: The new session starts on a new tab in the Console.

    Article last updated: 20 September, 2022