Integration of Rescue and BoldChat

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Integration of GoTo Rescue with BoldChat allows web site owners to combine live chat service with GoTo Rescue's remote support.

Before you begin:

The BoldChat operator must be enabled as a technician in an active GoTo Rescue account.

Set up

BoldChat is Rescue-ready right out of the box. All an operator needs to do is authenticate himself with his Rescue credentials.

In BoldChat, the operator clicks BoldChat > Rescue > Authenticate.
Result: A window is displayed asking for the operator's Rescue credentials.
The operator submits his Rescue credentials.
Result: The operator can now escalate a BoldChat session into a Rescue session.

How it works

Before you begin:

The operator must be in an active BoldChat session with a visitor.

In BoldChat, the operator clicks Active Assist > Desktop Share to initiate a remote desktop sharing session.
Result: BoldChat prompts the operator for Rescue credentials.
The operator submits credentials.
Result: In BoldChat, the operator is prompted to choose their preferred Rescue user interface.
The agent selects a Rescue user interface method:
- Web-based TC
- TC Desktop App
Result: In Rescue Technician Console, a private session is created in Waiting status.
In the Technician Console, the operator sends the visitor a prompt to download the Rescue applet by clicking Prompt for Download in the Chat-Only Mode window.
Result: In his BoldChat window, the visitor is prompted to download the Rescue applet to allow the remote session process.
The visitor runs the applet.
Result: Remote control applet starts. Remote control starts.

What to do next:

Chat sessions are transferred between BoldChat and Rescue. That is, whatever the operator or the visitor type in either application appears in both places.

Article last updated: 27 September, 2022