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• 5.19

Remote Assist Within a CRM Session

If you are using the Embedded Agent Desktop widget in a CRM environment (e.g., Zendesk, ServiceNow, Dynamics, or Salesforce) the Remote Assist (RA) window will open in a separate pop-up.

1. You must be in a Ready state to receive an interaction.
2. When the interaction request comes in, accept it, and discover if the customer needs you to initiate a Remote Assist (RA) session.
3. If they do, click the Remote Assist button and press enter to send the RA chat link.
   
   
   

   Sending the client a Remote Assist link
   
   
   
4. A pop-up window will appear on your screen while you are waiting for the customer to click the link.
5. Once the client has clicked the link, the previously blank pop-up window will now show you the customer's screen as it would during a traditional Agent Desktop session.
6. Proceed with the RA session as normal.

Note: Remote Assist sessions run through an external CRM will not automatically result in a generated activity history, but an admin can do so from a workflow.

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