Starting Attended Support Sessions
You can either request to control the customer's device immediately, or start a chat-only session and request screen sharing or remote control when needed.
Figure 1. GoToAssist Remote Support v5 support session routes
Actual procedures may vary slightly depending on operating systems. GoToAssist Remote Support v5 session initiation follows the usual operating system behavior.
|Platform||Remote View||Remote Control|
Note: Remote Control for Android is officially supported on Samsung (with Knox), LG, Motorola, and supported versions of Huawei devices with dedicated add-ons. Version 2.1.0-217 (and above) of the GoToAssist Remote Support Android app offers Remote Control for additional brands.
Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.