HELP FILE

Change Portal Settings

Customer portals are websites that provide a starting point for customer to join support sessions and connect with representatives who are logged in to HelpAlert. When created, each customer portal has its own unique URL that is specific to the account for which it was created (with the exception of the GoToAssist.Me portal).


The portal type defines the layout, display and available text fields that are shown to customers when they view a customer portal in their web browser. Depending on its portal type, a customer portal may prompt customers to enter their contact information, explain their query, select a representative or simply click a button to connect. Each GoToAssist mode offers different portal types, all of which provide their own distinct methods of connecting customers.

Note: These settings are only available to account administrators. Disabling settings on a per-portal basis will also disable those settings for all representatives assigned to those portals.

Topics in this article:

About Per-Portal Settings

Change Portal Settings

Enable email notification of completed sessions

Manage Business Hours

Assign representatives to a portal/subportal via teams

About Running as a Service

About Per-Portal Settings

Account-level managers (i.e., account administrators) can view portals and subportals within the Management Center, as well as adjust portal settings and assign representatives to each selected portal. All customer queries come through a subportal and are routed to representatives who are logged in to that subportal through the GoToAssist Corporate HelpAlert software.

Portals feature enables account-level managers to view portals and subportals, adjust portal settings and administer representatives assigned to each selected portal. Each portal automatically includes at least one subportal. If assigned to a subportal, representatives can use various HelpAlert software features within a support session, including file transfer, screen sharing, retrieval of diagnostic information, and many others (the features can be enabled on a per-portal basis).

Change Portal Settings

Company-level managers are able to enable and disable functions on a per-representative or per-portal basis.The Portals page allows company administrators to enable functions on a per-portal basis (see Change Representative Settings for information about enabling settings on a per-representative basis).

Note: Functions must be enabled on both a per-portal and per-representative basis in order for them to be enabled for a specific representative.

  1. Click Portals in the left-navigation and use the Arrow icons to find and select the desired subportal.

  1. Use the Portal Settings tab to modify the following settings on a per-portal basis:
    • Functions: Enable or disable specific HelpAlert functions using the check boxes.
      • Customer Screen Sharing – Allows customers to share their screens with representatives.
      • Representative Screen Sharing – Allows representatives to share their screens with customers.
      • Record Customer Screen Sharing – Allows customers' screens to be recorded during support sessions.
      • Record Representative Screen Sharing – Allows representatives' screens to be recorded during support sessions.
      • Send Files – Allows representatives to send files to customers.
      • Receive Files – Allows customers to send files to representatives.
      • Allow run as a service – Allows representatives to upgrade GoToAssist Corporate to run as a service on the client's computer during session (if the client has Administrative rights on their computer allowing GoToAssist Corporate to run as a service).
      • Allow start as a service – Allows GoToAssist Corporate to run as a service at the start of a session (if the client has Administrative rights on their computer to allow GoToAssist Corporate to run as a service); if the service install fails, it will run normally.
      • Uninstall service on session end – Uninstalls service components of GoToAssist Corporate at the end of a session.
      • Enable sound for customer on chat receipt – Plays a sound on the customer's computer each time they receive a chat message from the representative.
      • Allow Annotations – Allows representatives and customers to use drawing tools during support sessions.
      • Invite External Specialist – Allows representatives to invite up to 5 external users (i.e., users that do not have a seat on a GoToAssist Corporate account) to participate in a support session.
        Note: This portal setting is only available for representatives running v11.7, b1181 or newer, and must first be enabled for the account by an account manager, then enabled by a company manager.
    • Email Notification for Completed Sessions: Enter an email address to receive information about completed sessions, such as customer and representative ratings. Emails will be in XML format and are meant to enable the availability of the session data to other business processes; they are not a good substitute for enabling scheduled email delivery of reports.

  1. Click Save Settings when finished.
    Note: Click the View current portal representatives link at the top of the page to go to the representatives page, where you can assign representatives to a portal/subportal via teams.

Enable email notification of completed sessions

You can enter an email address to receive information about completed sessions, including customer and representative ratings.

  1. Click Portals in the left-navigation and use the Arrow icons to find and select the desired subportal.
  2. At the bottom of the Portal Settings tab, enter an email address and click Save Settings.
  3. You can modify the email address field at any time and click Save Settings.

Manage Business Hours

If business hours or schedule(s) for holidays/events is enabled for the portal, the name of the each will be listed under the following:

  • Assigned Portal Business Hours Set
  • Assigned Portal Business Hours Holidays/Events

To view and manage business hours and holiday/events for a portal, click Manage Business Hours.

Assign representatives to a portal/subportal via teams

  1. Ensure that the desired team is assigned to the desired portal (Teams > [select team] > Portal).
  2. Click Representatives in the left navigation and select the desired representative (or add a new one).
  3. Use the Team drop-down menu to assign the representative to the team or subteam.
  4. Click Save Settings when finished.
  5. Click Teams in the left-navigation and select the desired team.
  6. Use the Portal drop-down menu to assign the team to the desired portal.
  7. Click Save Settings when finished.

About Running as a Service

GoToAssist Corporate can be run either as an application on a remote machine or as a service. To run as a service, an additional piece is downloaded onto the remote machine, which gives the representative even more access to the computer. Running as a service provides the following benefits:

  • Overrides User Account Controls (UAC)
  • Allows the representative to log the end user off and log in using the representative’s own credentials
  • Allows the representative to reboot using SafeMode

Additional information on the benefits of running GoToAssist Corporate as a service is available at Benefits of Running as a Service.

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Manage Business Hours