HELP FILE

Starting a Chat-only Session

A chat-only session allows a support agent to engage in a two-way chat with a customer without requiring the customer to download any software.

  1. To use the RescueAssist Agent Web Console, log in at https://console.gotoassist.com/.
  2. In the Launch technician console window, click Create session.
    Tip: Cannot see the Launch technician console window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.

    A Support Key is generated and displayed in a new window.

  3. Make sure the Support Session tab is selected.
    Important: To start a chat-only session, make sure the Request Remote Control when Customer arrives checkbox is not checked.

    You can optionally start Remote Control later during a chat-only session. For details, see How to Elevate a Chat-only Session to a Remote Control/Remote View Session.

  4. Invite your customer to join the session by sending them the Support Key. To do so, follow the steps of any of the methods below.
    Link and messaging tool
    1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.

    2. Paste the link into your messaging tool, and send it your customer.
    3. Ask the customer to open the message, and click the link to join the support session.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

    Support Site
    1. Direct your customer to www.fastsupport.com.
    2. Ask them to enter the support key you tell them.

      The session starts in the customer's browser tab displaying the session chat panel.

    Text Message (SMS)
    1. Click Send SMS.

      The Send SMS dialog box is displayed.

    2. Provide the customer's mobile phone number, and click Send SMS.

      A confirmation box is displayed showing the number to which the SMS has been sent.

    3. Click Done.
    4. Ask the customer to open the message, and click the link in the message to join the support session.
    Email
    1. Click Send Email.

      A new email message is opened in your default email application containing a session link.

      Tip: If a new message is not opened, check your default email application under your OS settings.
    2. Enter the customer's valid email address, and send the message.
    3. Ask the customer to open the message, and click the link to join the support session.

    Support session is established with the customer.

  5. To chat with the customer, type your message in the Message field in the bottom right corner of the console, and hit Enter.
    Tip: You can send files to the customer during a chat-only session. For details, see Sending Files.
  6. To end the session, click End session in the Session Commands drop-down menu in the top-left corner of the console.