Using Live Support for Technicians
Before you begin
About this task
Support technicians can start a live support session from four places:
- SOTI MobiControl
- SOTI Connect Incident Management
- SOTI XSight Operational Intelligence
- Live Support Chat container
Note: For each of these options, Chat settings define the type of chat available
(text, audio, or video).
Starting from SOTI MobiControl
About this task
Note: To use Live Support Chat from SOTI MobiControl, you must have SOTI MobiControl
version 15.7 or higher.
Procedure
- 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. The Contact Device pop-up opens.
- Select the type of chat to open.
Results
Starting from SOTI XSight Incident Management
About this task
Procedure
- 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.
Results
Starting from SOTI XSight Operational Intelligence
About this task
Procedure
- 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.
Results
Starting from Live Support Chat Container
About this task
Procedure
- 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.