Starting a Rescue Lens Session by Link and Messaging Tool
This article gives guidance to Rescue technicians.
Follow this procedure to connect to a customer using a link that you send to a customer using a messaging service or related tool.
Technician Starts the Session
Before you begin:
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 Link connection method.
What to do next:
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the Rescue Lens App
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.

Article last updated: 27 September, 2022