Using Live Support for Device Users

The support technician starts a Live Support session for the device user. Device users cannot start a Live Support session. The session remains open until the support technician closes it.

When the support technician starts a session, the device user can accept the call as voice or video, or can reject the session.

Note: See SOTI XSight Agent Permissions to be sure Live Support is fully enabled on your device.

SOTI XSight Call Window

Once you accept a session, the Live Support Call Window manages all device user options. This interface operates as a standard text and call application.

The following image shows the Call Window interface on a user device. For video calls, the support technician's video displays full screen. The device user's video is inset in the upper-right of the window.

See the table below for the details of available Call Window functions.

Note: The availability of text, voice, or video call service depends on the Chat service configuration. See Enabling Chat Services.


Function	Description
Text	Open text chat.
Audio Output	Select an audio output device (for example, phone or speaker).
Mute/Unmute	Mute/unmute the microphone.
Camera	Start/end the video.
Switch Camera	Switch device cameras.
Hang Up	End the call.

Note: Live Support does not retain conversation or activity data after a session ends.

Note: Your device can still receive voice calls from your carrier during a SOTI XSight Live Support call. The Live Support call audio mutes during a voice call from your carrier.

Notifications

The device user receives pop-up notifications from the support technician when not in a Live Support session. The device user can choose to respond or mark the notification as read.

Live Support Status

The following table shows the Live Support status conditions that appear in the device user's SOTI XSight agent.

SOTI XSight agent Live Support status


Status	Description
Disabled	Status shown when the SOTI XSight Chat Service is disabled through the Administration Utility (see Using the SOTI XSight Administration Utility) or the SOTI XSight web console.
Connected	Support sessions may not conclude in one interaction. Either the support technician or the device user may need to step away and return later. If the SOTI XSight agent Live Support status displays "Connected," the device user can reopen the call window to the support technician by selecting Live Support.
Disconnected	No Live Support session is in progress.
Not Installed	The SOTI XSight Chat Service is not installed on the device.

Chat Text Status

Live Support shows the status of a text to the service technician and the device user as check marks. Gray check marks indicate received messages. Blue check marks indicate read messages.

Text bubble with check marks