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• 5.19

New PIN or URL in a Remote Assist Session

The Start New button generates a new session and a new PIN

Remote Assist sessions remain active if the agent does not press the Leave Session button or close out the customer interaction. Sometimes, there may be a need to start a new session or to join an existing session. The Start new and Join buttons facilitate these needs.

New Remote Assist session

Agents can begin a new Remote Assist session by pressing Leave Session and clicking the Start new button.

Re-join existing session

In case of a disconnect, agents can re-join a prior session by pressing the Join button as long as 30 seconds have not passed. If a client accidentally clicks Stop Sharing, they may rejoin the same session as long an agent is still present within 30 seconds. If a client attempts to access an active Remote Assist session with the same PIN from a different device, the first connection is dropped, and the session is overwritten.

Generate fresh URL or PIN

If the agent or client needs a fresh URL address or PIN, clicking the Start new button provides a new URL connection and PIN.

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