HELP FILE

What Can the Agent Do?

During a Rescue Live Lens session, the agent can perform the following actions:

End session
Transfer session
The agent can pass a Rescue Live Lens session to another active agent within their organization.

For detailed information, see Transferring a Session.

Mute/Unmute audio
The agent can mute/unmute the audio connection at any time during the session.
Volume on/off
The agent can turn on or off the volume at any time during the session.
Snapshot
The agent can create screen captures/snapshots during a support session.
Full-screen
The agent can enter and exit full-screen mode at any time during the session.
Start Annotation
During an active session, the agent can freeze the video stream, and highlight particular areas or objects of interest.
Free sketch
The agent can draw freehand annotations that are visible on both the agent's and the customer's device screen.
Smart sketch
The agent's drawing motions are auto-completed into readily-available shapes, such as, a circle, a straight line, or a square frame. These annotations are visible on both the agent's and the customer's device screen.
Highlighter
The agent can draw freehand to highlight particular areas or objects using the selected color.
Add text
The agent can insert an editable text box to help the customer with written annotations.
Numbered arrows
The agent can draw straight lines to add arrows with incremental numbers.
Undo/Redo
The agent can undo or redo the last action they performed during the session.
Clear all
The agent can delete all annotations from the screen.
Stop Annotation
To stop annotations, and continue the video stream, the agent can click Stop.
Log
The agent can click Log to show or hide the Log panel.
Notes
The agent can take notes during the session by clicking Notes. The panel is split to Notes and Accounting Info. The agent can save their notes by clicking Save.