Using Live Support for Technicians

Before you begin

See the following:

Support technicians can start a live support session from four places:

Note: For each of these options, Chat settings define the type of chat available (text, audio, or video).

To open Live Support Chat from SOTI MobiControl:

Note: You must have SOTI MobiControl version 2024.0 or higher.

From SOTI MobiControl, select the hamburger menu.
Select Devices.
Locate the device you would like to open a chat with. From the device options, select Contact Device User. The Contact Device User pop-up opens.
Select the type of chat to open.

A Live Support session opens.

To open Live Support Chat from Incident Management:

Select the SOTI XSight icon, and select Incident Management.
Within the incident dashboard, select an incident to resolve. The Incident Details view opens.
From the Incident Details list, scroll to Devices.
Locate the device you would like to open a chat with. Select chat, followed by the type of chat to open.

A Live Support session opens.

To open Live Support Chat with a device from Operational Intelligence:

Select the SOTI XSight icon, and select Operational Intelligence.
From the Analysis Profile view, select the device's profile.
From the profile, scroll to the Devices list.
Within the profile, select the device you would like to chat with. Select chat, followed by the type of chat.

A Live Support session opens.

The Live Support Chat container is normally minimized at the bottom of the SOTI XSight window.

To open Live Support Chat from the Live Support Chat container:

Select the Chat button at the top of the window. The Live Support Chat container appears at the bottom window.
Select the Chat button at the top of the window. The Live Support Chat container appears at the bottom window.
From the Live Support Chat container, select maximize.
Optional: Use the search bar to find a device. Select from the available results.
Optional: Select a device to rejoin from a list of active Live Support Chat sessions.
Note: Support technicians can have many concurrent open sessions but can only communicate with one device user at a time.

A Live Support session opens.