Chat

Applies to: iOS Control

Use the Chat feature in 247connect to communicate directly with the end user via the Agent running on a device. You can start a chat at any time - either independently or during a remote control session. You can use this feature to request actions, share information or confirm tasks without needing a phone call or another messaging tool.

Start a chat session

For managed devices

  1. Go to Managed in the side menu.

  2. Select the device from a device group.

Note: You can quickly access the remote features by hovering over a device in the side menu, clicking the three dots icon Three vertical dots. and choosing a feature from the list.

For on-demand sessions

  1. Go to On-demand in the side menu.

  2. Select the required session.

Click Chat in the toolbar.

When using the Web Portal in Safari, click Open when prompted.

Sign in to your 247connect account when prompted.

By default, connecting to an On-demand Agent requires user approval. You can also enable user acknowledgement for Managed Agents in Device group settings. While waiting, you'll see a User Acknowledgement message. Click Cancel to stop the request.

Chat window

The Chat window opens on both your screen and the end user's.

Chat screen showing a support conversation where a user asks the end user to restart their machine and the end user replies that they need a few minutes.

From the toolbar, you can:

  • Save a copy of the chat.

  • Copy the chat text to your clipboard.

  • View the end user's screen.

  • Send a message to the end user.

  • End the chat session.

  • Access the About information and the Information Hub.

Send your message

  1. Type your message in the lower pane.

  2. Click the Send Upward arrow inside a blue circle.icon.

Your message appears in the main pane in the Agent’s Chat window.

Chat window titled Chatting to Jane Neal. The interface includes Save and Copy buttons at the top. In the chat history, Jane Neal has initiated the conversation with "Can you restart your machine." The user responded with "Ok." Below the conversation, a message indicates "Jane Neal typing..." The message input box contains the text: "Can you give me five minutes?" and a blue send button is located to the right.

The end user can reply, copy or save the chat or end the session at any time.

Close the chat session

  1. Click the Close Chat Chat icon with a red diagonal line through it. icon in the toolbar.

See also:

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