FREQUENTLY ASKED QUESTIONS

GoToAssist Seeit 2.0 FAQs

Learn more about our newest live video & interactive support tool


Click on a topic to view questions and answers on that subject.

Show All | Hide All

GoToAssist Seeit 2.0 is a new spin on our original product offering (GoToAssist Seeit) that enables companies to enrich their support capabilities with the benefits from live audio & video.

While GoToAssist Seeit 2.0 is not as full-featured as our original product, it does offer 2 brand new agent and customer web apps that bring an exciting new feature to the table – no app download required! This means that customers can seamlessly join a video support session from not only their desktop, but also their mobile device's web browser using the Customer Web App without ever being required to download a mobile app.

To get started, agents can log in to the new Agent Web App with their existing GoToAssist Seeit credentials at https://session.seeit.gotoassist.com to host a 2.0 session, and invite their customers to join using the new Customer Web App at https://session.seeit.gotoassist.com/join. Customers can also use the existing GoToAssist Seeit customer apps for iOS and Android to join a GoToAssist Seeit 2.0 session.

For now, both GoToAssist Seeit products will exist completely in parallel. We will continue to implement features within GoToAssist Seeit 2.0 until it reaches full feature parity with the original product, with the intent of GoToAssist Seeit 2.0 becoming our champion video support tool.
There is a new Agent Web App for GoToAssist Seeit 2.0! Agents can use their existing GoToAssist Seeit credentials to log in at https://seeit.gotoassist.com and click Try it now, or access it directly as follows:

  1. Go to https://session.seeit.gotoassist.com.
  2. Enter the same email address and password you use for your existing GotoAssist Seeit account and click Sign in.
  3. Click Start a session to create a new 2.0 session.

Note: The Pin/Support Key generated by the 2.0 Agent Web App can only be used to join a 2.0 session via the new Customer Web App or existing GoToAssist Seeit apps for iOS or Android. This means that customers cannot join a 2.0 session using a Pin/Support Key generated from the original GoToAssist Seeit product.

When hosting or joining via a desktop web browser, GoToAssist Seeit 2.0 is only supported on the latest version of Chrome for both the Agent and Customer Web Apps.

When joining via a mobile web browser, the following mobile device OS versions are supported:
  • iOS 11 or later using Safari web browser
  • Android OS 6 (Marshmallow) or later using Chrome web browser

When joining via the existing GoToAssist Seeit mobile apps, the following mobile device OS versions are supported:
  • iOS 8 or later using the latest version of the mobile app (v7.0 or later)
  • Android OS 6 (Marshmallow) or later using the latest version of the app (v7.0 or later)
Once you have started a session, you can invite your customer to join in the following ways:

  • SMS – To send a text message invitation, click the SMS button then fill in the customer's country code & phone number and click Send. The customer can then tap the SMS invitation link on their mobile device to join via their mobile web browser - no app download required!
  • Email – To send an email invitation, click the Email button then fill in the customer's email address and send it. The customer can access the invitation link from their email via their desktop or mobile device to join the session.
  • Copy link to clipboard – Click the Copy icon and paste the direct session URL into an email or private chat message to share with your customer. The customer can then access the invitation link from their desktop or mobile device to join the session.
  • Provide Pin – Share the Pin via email, private chat message, or verbally to allow them to join using the GoToAssist Seeit iOS or Android customer mobile apps.
Customers can also join an existing 2.0 session on their own in the following ways:
  • Customer Web App – They can visit https://session.seeit.gotoassist.com/join on their desktop or mobile web browser, then enter the 6-digit Pin/Support Key provided by you and join the session - no app download required!
  • Mobile Apps – They can download our existing GoToAssist Seeit customer apps for iOS or Android, enter the 6-digit Pin/Support Key provided by you and join the session.
Once you have connected with your customer in a 2.0 session, the following features will be available:

  • Using built-in audio to communicate, with muting/unmuting controls
  • Viewing your customer's live-streaming camera feed (they can use sharing controls to pause/resume at any time)
  • Pausing or taking in-app snapshots of the customer's shared camera feed
  • Ending the 2.0 session at any time

Note: At this time, agents are only able to take low-resolution snapshots during their 2.0 session. High-resolution snapshots will be supported in a future release. Stay tuned!

After the 2.0 session has ended, you can download your session data containing snapshots taken (if any) during your last active session.

Note: At this time, session data can only be downloaded directly from the session end page. In a future release, the session data will be emailed directly to your account email address. Stay tuned!

While we are initially launching with a limited feature set, the following capabilities will be available in the future:

  • Session Recording with cloud storage & access
  • Taking and sharing high-resolution snapshots
  • Using annotation tools
  • Emailing session data directly to the agent at session end
You can always get back to GoToAssist Seeit by logging in to your account at https://seeit.gotoassist.com or using the GoToAssist Seeit Agent app for iOS to host a session. Learn more.

Note: Customers cannot join a 2.0 session using a Support Key generated from the GoToAssist Seeit Agent app for iOS.

If you have additional questions that weren’t answered here, you can contact our Customer Care team.

Return to Top

Bewerten Sie Ihre Erfahrung