Starting a Rescue Lens Session by SMS

This article gives guidance to Rescue technicians.

Follow this procedure to connect to a customer using an SMS 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 SMS 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 SMS tab.
  6. Type the customer's phone number into the To: field.

    Result: The SMS containing the PIN code will be sent to this phone number.

  7. Click Send SMS.

    Result: A 6-digit PIN code is generated and sent to the customer in an SMS. The code is also displayed in the Create New Session window.

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 SMS message, 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.

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.