Follow this procedure to connect to a customer's mobile device using a PIN code or link that you send to a customer using a messaging service or related tool.
Before you begin:
The agent must have an active LogMeIn Rescue+Mobile add-on license.
The agent's Technician Group must have permission to start Private Sessions.
The agent's Technician Group must have permission to use the Link connection method.
- Log in to the WebConsole.
- On the Session toolbar, click New session.
Result:
The Create New Remote Support window is displayed.
- Type the customer's name or other identifier in the Name field. (Optional)
Result: You will use this name to identify the session on the Active Session tab and in the Session List.
- Check Show link for mobile and select Next step.
- Send the PIN code of the session to your customer via a messaging tool.
- Ask the customer to open the Rescue + Mobile app on their mobile device, and enter the PIN code of the session.
- If the customer has the app installed: Clicking the support session link automatically opens the app, and the PIN is automatically pasted into the app.
- If the customer doesn't have the app installed: Clicking the link will redirect them to the App Store (iOS) or Google Play Store (Android). Upon installing the app, the customer may enter the PIN manually, or click the original support session link again to auto-paste it.
- Ask your customer to tap the Broadcast button to start the session.
- Pick up the session by selecting it in the Session list and clicking Start.
Result: Customer Status will change to Active.
