HELP FILE

Features Overview

GoToAssist has several tools to help you support your customers. These tools can be accessed via the HelpAlert Viewer window or Chat box toolbars.


Shared Screens – HelpAlert allows you to view your customer's screen in real time using the representative Viewer window.
Annotation Tools – Annotation tools allow you and the customer to create and erase illustrations on the shared screen. This ability can assist you in focusing the customer's attention on a particular area when guiding customers during support sessions.


Scripted Messages and URLs – If desired, managers can create pre-scripted messages and quick-link URLs that you can then send to customers during support sessions (such as frequently used responses or questions). This can help you more quickly and easily assist customers by avoiding having to type out frequently used phrases and website URLs.

Feature Comparison Chart

The features that are available to a representative will vary depending on the representative's account settings and the operating system of their customer.

Features Web Chat
GoToAssist Corporate
Apps for Android
GoToAssist Corporate
Customer Desktop Application
Mobile
customers (HTML)
Desktop
customers (Flash Player)
Samsung or LG
customers
Other Android 
customers
Mac
customers
Windows
customers
Chat with customer
Upgrade to standard session
   
Transfer sessions
       
Invite reps to session
     
Transfer files
       
Request diagnostic information
     
View the customer's screen
    **
Share the rep's screen
         
Log in as administrator
         
Use annotation tools
       
Reboot and reconnect
       
Run as a service
         
Use automatic greetings
Send scripted messages/URLs

**View-only screen sharing is supported on non-Samsung and non-LG devices running Android OS 5.0.X (Lollipop) or later.

Related articles

Annotation Tools

File Transfer

Reboot and Reconnect

Remote Diagnostics

Run as a Service

Request Windows Login Credentials

Scripted Messages and URLs

Session Collaboration (Invite to Session)

Shared Screens

Transfer Sessions