The Remote Assist Tab

The Remote Assist tab opens after an agent initiates a remote assist session.

Before the Customer Joins

Waiting for a customer to accept the Remote Assist session invitation

Prior to the customer joining the agent in a Remote Assist session, the options visible to agents in the Remote Assist window are:

Session PIN: The customer requires a session PIN number to log into the Remote Assist session. The PIN is automatically included in the Client Session URL, but an agent can use the to copy it to the clipboard if they need to send it to the customer. In an audio call, the agent must read the PIN aloud for the customer to enter manually.

Client Session URL: This is the URL the customer uses to enter the Remote Assist session. In a chat session, the agent sends this to the customer using the Copy to clipboard icon to paste it into the chat box. During voice calls, agents must read the URL aloud for the customer to enter manually.

Screen: This displays configuration information, such as the screen the customer is currently using and the screen's resolution. Before the customer has accepted the Remote Assist session, this should read none.

Leave Session button: The Leave Session button allows the agent to close the remote assist session while continuing to remain on a call/chat with the customer.

Open in full-screen button: This button allows agents to open the session window outside the viewing pane for increased visibility of their customer's screen and allows agents to move the window to a separate monitor.

When the customer joins a Remote Assist session, the Remote Assist tab includes:

Remote Assist tab in the Context Information Area after the customer has accepted the Remote Assist invitation

Transfer Files: allows agents to transfer files or folders to a remote computer. See Transfering Files for more information.


	The maximum file size limit is 1GB per file and is set by a contact center administrator.

Send Keys: Sends specific keystrokes (e.g., Ctrl+Alt+Delete or Ctrl+Escape) to the customer's Windows computer. Ctrl+Alt+Delete is only available after agents elevate the Remote Assist session.

Sync clipboard: This checkbox allows the agent to sync the clipboards of the agent and the customer to more easily copy text information from one computer to the other. When selected, agents can remotely paste locally copied text, and vice versa. This option is supported for Chrome and Edge but not Firefox or Safari.

Session PIN: The customer requires a session PIN number to log into the Remote Assist session. The PIN is automatically included in the Client Session URL, but an agent can use the to copy it to the clipboard if they need to send it to the customer. In an audio call, the agent must read the PIN aloud for the customer to enter manually.

Client Session URL: This is the URL the customer uses to enter the Remote Assist session. In a chat session, the agent sends this to the customer using the Copy to clipboard icon to paste it into the chat box. During voice calls, agents must read the URL aloud for the customer to enter manually.

External View URL: Agents use the Copy to clipboard icon to paste this link to external experts invited to the Remote Assist session. This link allows the external expert to view the customer's desktop but not interact with it.

Screen: This notes which customer screen the agent is on by number and by resolution. If there are two screens, it will say "1" or "2" with the screen resolutions for each screen (e.g., 1440x900).

Next Screen: This button rotates through the customer monitor screens available for the agent to interact with if the customer has multiple monitors. The number of available screens shows in parentheses on the button.

Open in a full screen: This button allows agents to open the session window outside the viewing pane for increased visibility of their customer's screen and allows agents to move the window to a separate monitor.

Leave Session: The Leave Session button allows the agent to close the remote assist session while continuing to remain on a call/chat with the customer.

If the customer's machine runs a Windows operating system, there will be an additional button:

Elevate: This button allows the agent to elevate the customer's Windows machine in order to switch users, update applications, or implement administrative commands on a customer's machine even when a customer cannot do so themselves.

This customer has a Windows machine because the Remote Assist tab has the option to elevate the session