HELP FILE

Starting a Rescue Lens Session by Email

    This article gives guidance to Rescue technicians.

    Follow this procedure to connect to a customer using an Email containing a PIN code.

    Technician Starts the Session

    Required permissions:
    • The agent's Technician Group must have permission to start Rescue Lens sessions.
    • The agent's Technician Group must have permission to start Private Sessions.
    • The agent's Technician Group must have permission to use the Email connection method.
    1. Log in to the Technician Console.
    2. On the Session toolbar, click New Session.

      Result:

      The Create New Session window is displayed.


    3. Select Rescue Lens as session type.
    4. Type the customer's name or identifier in the Name field.

      Result: This name is shown on the Active Session tab and Session List.

    5. Select the Email tab.
    6. Choose how you want to send the email to the customer:
      • To use your own email client and account, choose Send email via my default email client on this computer.
      • To allow Rescue to send the email, choose Send email on my behalf via the GoTo Rescue servers and enter a valid email address in the To field.
    7. Click Email Link.

      Result: A 6-digit PIN code is generated and sent to the customer in an Email.

    Restriction: A technician can handle only one active Lens session at a time.

    Customer Launches the Rescue Lens App

    1. Ask the customer to opens the Email, and click the link to launch the Rescue Lens app.

      Note: If the Rescue Lens app is not already installed on the customer's device, they are redirected to Google Play or the App Store to install the app first.
      Note: The download procedure may vary depending on the customer's operating system.
      The customer may see a tutorial. They can tap Skip or OK.

    2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap OK.

      Result: At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.

    3. Ask the customer to accept the End-User License Agreement.

    Technician Supports the Customer

    The session appears in the Technician Console once the customer has launched the Rescue Lens app, and accepted the End-User License Agreement.

    Pick up the session by selecting it in the Session list and clicking Start.

    Result:

    The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.