Using Live Support for Technicians

Before you begin

See the following:

About this task

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).

Starting from SOTI MobiControl

About this task

To open Live Support Chat from SOTI MobiControl:
Note: To use Live Support Chat from SOTI MobiControl, you must have SOTI MobiControl version 15.7 or higher.

Procedure

  1. From SOTI MobiControl, select the SOTI MobiControl Hamburger menu hamburger menu.
  2. Select Devices.
    SOTI MobiControl Devices menu
  3. Locate the device you would like to open a chat with. From the device options, select Contact Device button Contact Device. The Contact Device pop-up opens.
    SOTI MobiControl device controls
  4. Select the type of chat to open.
    Contact Device pop-up

Results

A Live Support session opens.

Starting from SOTI XSight Incident Management

About this task

To open Live Support Chat from Incident Management:

Procedure

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

Results

A Live Support session opens.

Starting from SOTI XSight Operational Intelligence

About this task

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

Procedure

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

Results

A Live Support session opens.

Starting from Live Support Chat Container

About this task

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

Live Support Chat container minimized

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

Procedure

  1. From the Live Support Chat container, select Maximize button maximize.
  2. Optional: Use the search bar to find a device. Select from the available results.
    Live Support Chat search results
  3. 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.
    Live Support Chat active sessions

Results

A Live Support session opens.