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Depending on the agent's Preferences , the GoToAssist Customer desktop application can remain installed on the customer's computer for future use, or automatically removed at the end of the session. Once customers join the session, a GoToAssist Customer toolbar appears. During the session, customers can use the toolbar options to interact with the agent s , as well as join subsequent support sessions.

Unattended Support: Agents can set up unattended access to customers' computers by installing the GoToAssist Customer desktop application, which customers can then use to update their stored password and block the agent's unattended access. Stop and restart screen sharing When customers first join a support session, the agent s will immediately be able to see their screen. The Stop Screen Sharing button will become disabled grayed out , and the agent s will be unable to see the customer's screen any longer.

To restart screen sharing, the agent s must request to see the customer's screen again. Customers can click Yes when prompted to see their screen. Chat with agent s Once customers join a support session, they can communicate with the agent s using the Chat feature. The toolbar will automatically expand to show the Chat window. Type a message into the text field at the bottom of the window, and then click Send to send it to the agent s.

Your message will appear in the Chat window, and the agent's response will appear below it. When the agent s sends a Chat message, the GoToAssist Customer toolbar appears at the forefront of the customer's screen with the Chat window expanded to alert them to the new message.

They can minimize and expand the Chat window at any time without deleting the chat log by clicking Chat again. Send files to agent s Remote Support allows customers and agent s to send each other files directly through the GoToAssist Expert and Customer desktop applications. Click File Transfer on the Customer toolbar and select Send Files to [agent] from the drop-down menu. Select the desired file s and click Send. Click Yes if prompted by UAC. The agent s will see an Incoming Files Transfer dialog asking where to save the file.

Once they click Save , the file will be transferred. View the agent's screen Note: The agent must initiate this process; it is not possible for customers to initiate or request it from the GoToAssist Customer toolbar. If an agent shares their own screen with the customer, a separate Viewer window will automatically appear displaying the agent's screen. To stop viewing the agent's screen, click the button at the top-right of the Viewer to close it without exiting the support session.

End the support session Customers can choose to leave the support session at any time. Once customer clicks Yes , the GoToAssist Customer toolbar will close and the agent s will be unable to access the computer.

Learn more about the Report Abuse option. Article last updated: 27 September, Click HERE. How to download and launch the Desktop Console? Download is available from either the Agent Web Console Dashboard, or manually. On the top bar of the console, click Get the Desktop Console. If your OS is supported, a download link is displayed.

Click the displayed download link. Once the download is complete, run the installer. When the Agent Desktop Console successfully installed window is displayed, click Launch console with auto login. Download manually You can also download the Agent Desktop Console installer manually using one of the following links. Article last updated: 27 September,

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