Live Support Session

Once you open a session, the Live Support Chat container manages all session activities and communications with the device user. This interface operates as a standard text and call application with added functions specific to SOTI XSight.

Live Support Chat container

See the table below for the details of each support session function.
Note: The availability of text, voice, or video call service depends on the Chat service configuration. See Enabling Chat Services.
Function Description
Back Return to the list of open Live Support sessions.
Note: The current session remains open and appears in the list of open sessions.
Start Video Call Start a video call with the device user.
Start Call Start an audio call with the device user.
Remote Control Start a remote control session with the device user. See Remotely Controlling Devices for more.
Create Incident Open a new incident. This function creates a new incident even if you start Live Support from an existing incident. See Creating an Incident for more.
End Session Close the session. The Device user can not communicate with the support technician again until the support technician opens a new session.
Note: Conversation or activity data is not retained after a session ends.
Send Send a text message to the device user.

Notifications

The support technician receives pop-up notifications of unread texts when they minimize the Chat container. The support technician can reply from the pop-up directly without maximizing the Chat container.

Pop-up notification

The number of unread texts appears in a notification bubble on the Chat container.

Notification bubble

Text from the device user also appears in a small text box.

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