QUESTION AND ANSWER

Seeit - Why do some customers not receive the Join Session text (SMS) message sent from the agent?

Issue

Objective

Environment

  • GoToAssist Remote Support
  • Seeit

Procedure

Answer

GoToAssist Seeit sends text messages with a Join Session URL via a standard SMS gateway. Certain carriers impose SMS filtering schemes on their networks, and this can cause delivery of the join session text message to fail. We are compliant with known formatting and delivery standards, but carriers do not publish their individual filter rules. These rules may restrict the delivery of messages formatted in a particular way or restrict delivery of messages with embedded URLs. We actively monitor our delivery mechanism to get the broadest delivery possible, but it is possible that the messages are not delivered by the carrier.
**An alternative will be email as many people receive emails via their Smart Phones.

Cause

Resolution

Additional Information