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Starting a Rescue Live Lens Session

    Start a Rescue Live Lens session to see what your customers see through the camera of their mobile device, and provide real-time assistance to help them in troubleshooting, resolving a problem, setting up a product, or reporting a claim, and more.

    1. To use the Rescue Live Lens agent web console, log in at

      Result: The LogMeIn Rescue Log in page is displayed.

      Note: For your convenience, it is advised that you create a browser bookmark or a desktop shortcut to the agent console URL. Follow the standard procedure related to your browser or OS to create the bookmark/shortcut, so the login link is always just a click away.

    2. In the Camera Share window, click Connect to camera.

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

      Tip: Cannot see the Camera Share window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.

    3. 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.
      Text Message (SMS)
      1. Click Send SMS.
        The Send SMS dialog box is displayed.
      2. Optionally, you can select the language of the message to be sent to the customer.
        Note: You can choose from the languages supported by Rescue Live Lens on the customer side. The default is English.
      3. 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.

      4. Click Done.
      5. Ask the customer to open the message, and click the link in the message to join the support session.
      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.
      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 to your customer.
      3. Ask the customer to open the message, and click the link to join the support session.

      Result: Once the customer has granted access to their device camera, the live stream session starts.

      Tip: Camera/microphone access denied? See Troubleshooting Camera and Microphone Access.

    4. To end the session, click End session in the Session Commands drop-down menu in the top-left corner of the console.
    Article last updated: 27 September, 2022