Customer Client: Support Session Interface
When your customer starts a support session with you, that session starts either as web-based chat (referred to as click-to-chat) or with the full customer client download, depending on your site settings. If you uploaded a photo avatar to be used with your account, the photo displays in the chat window when using the full customer client.
The avatar is not displayed when using web-based chat.
If starting a session as an HTML5 web-based chat, your customer is asked to allow notifications, enabling pop-up notifications to help make your communications with customers more efficient.
Your administrator can determine which messages your customer sees before the session begins. Among the messages that may be displayed are a customer agreement, requiring the customer to accept the terms of entering a support session; a prompt to allow or refuse session recordings; and a greeting, which may include the estimated wait time and the customer's position in queue.
If any customer notices are active, they may be displayed automatically or sent manually to the customer client, giving customers the chance to leave the session if they are experiencing a known issue described in the notice. Customers leaving the session in this manner are not taken to the Exit Survey page, since no service was actually provided by a representative.
A hold message may display periodically, reassuring the customer that they are still in queue and will be attended to shortly. This message may include the estimated wait time and the customer's position in queue.
If no representative is available to take the session, a message displays stating there aren't any representatives available at this time. Optionally, if configured, the customer's web browser can automatically open to a specified URL, such as a knowledge base or contact page.
During the session, the customer can chat with you and can request to send files to your computer. Your customer also can change the font size of the chat display.
If you send a nudge, the customer client is given focus and jiggles, and an audible alert sounds. The chat display shows that a nudge was sent.
To immediately stop screen sharing and disable any permissions the representative might have had, click the STOP SHARING link on the right side of the banner at the top of the chat. The customer can also choose to close the session entirely by closing the chat window. This uninstalls the software from their machine.
STOP SHARING appears when screen sharing is done without any restrictions. If you allow the customer to select which applications to choose, then MODIFY SHARING is displayed, allowing the customer to change or select which applications to share, or to stop sharing altogether, if so desired. In either case, the session can always be terminated by closing the chat window.
Additionally, depending on your site settings, a watermark may appear on your customer's screen while you are in a session. This applies only to Windows and macOS systems.
Customers running Linux must mark the customer client download file as executable before they can install it.
Start a Web-based Session Using Click-to-Chat
BeyondTrust enables you to start web-based click-to-chat Remote Support sessions from a web browser.
To start a session with click-to-chat, your customer does not need to download the BeyondTrust customer client app. Instead, direct your customer to your public site. Your customer must use a modern browser supported by BeyondTrust.
For click-to-chat to be available, your administrator must have enabled the click-to-chat option for at least one of the session start methods available from your public site. Click-to-chat is enabled from /login > Public Portals > Public Sites.
When your customer starts a session using a method that has click-to-chat enabled, a web-based chat session is initiated.
After your customer enters their name, accepts the prompt to allow chat with a representative, and chooses to allow or refuse screen recording, a support request enters a queue in the representative console. Accept the session to chat with your customer.
During the session, the representative may prompt the user to share their screen. When prompted, the user receives a prompt to allow or refuse the request for the representative to view their screen.
Once the customer allows the request, the customer can choose to share their entire screen or just a window or browser tab. The user must choose an option and click Share.
The representative is then able to see the customer's screen.
If the representative needs to provide support at a level deeper than chat allows, the representative can request the customer to elevate to full remote support.
Accepting the elevation request attempts to open the Remote Support customer client. If the customer client is already installed, the session immediately becomes available. If the customer client is not installed, an executable file is downloaded to the customer's computer. The customer needs to run the executable to install the customer client.
