On-demand sessions

On-demand sessions let operators provide remote support without requiring pre-installed software on the user’s device. These sessions are quick to set up and are ideal for troubleshooting, software installation and other support tasks.

Users can join a session by clicking a link and entering a session code. Once connected, they can approve or reject remote access requests.

Create an on-demand session

  1. In the 247connect web portal, go to On-demand in the side menu and click Create.

    Create On-demand session screen. It shows a form with fields for Session name (pre-filled with the session code) and Note (empty). Below are instructions for starting a session via a unique link or by entering the session code. A clipboard icon allows copying the link or code. There's also an email input field with a Send button to email the session link, and a Create button at the bottom to confirm session creation.

  2. Enter a session name, this is pre-filled with the session code (you can change this).

  3. (Optional) Enter a note to describe the session.

  4. A session link and code are displayed. Ask the user to visit the link or enter their email address and click Send to email the link.

    Or

    If the user has the On-demand Agent installed, they can enter the session code.

    Note: Click Copy to copy the link or session code.

  5. Click Create.

User steps to join the on-demand session

  1. Open the session link and click Download to get the 247connect On-demand Agent.

    On-demand session invitation screen. The page states, 'Jane Neal from NSL is waiting for you' with a session code displayed and a clipboard icon to copy it. A warning box advises users to trust the person before allowing device access. Below, numbered instructions explain how to download and launch the 247connect On-demand Agent, enter the session code and start the session. At the bottom, there's a large Download button with a Windows icon to download the application.

  2. Launch the downloaded 247connect file.

  3. Enter the session code provided by the 247connect operator.

    Note: The user has five attempts to enter the code correctly. After this, they must wait before trying again.

  4. Click Start.

The 247connect On-demand Agent window shows that the session is ready and waiting for the operator. The user can end the session from here at any time.

Start the on-demand session

In the web portal, the session status changes to Available. Click an icon in the Actions column to interact with the user's device.

Note: Selecting a session shows the system and hardware information for the user's device.

  1. When prompted, click Open to launch the 247connect Control. To skip this step in the future, select Always allow portal.247connect.cloud to open links of this type in the associated app.

  2. The Control component loads.

  3. The user sees a message showing the operator, the company and the actions you're requesting to perform. They can approve or reject the connection request.

    Connection request window from 247connect. A warning icon is followed by the message: "Operator Jane Neal from NSL wants to connect to your computer". Below, a box lists the operator’s permissions if the connection is approved: view your desktop, view/edit/copy files, chat with you and send messages. At the bottom are two buttons: Approve (blue) and Reject (red).

  4. Once connected, the 247connect On-demand Agent window shows the assigned operator and the current remote control action(s).

Note: Invited sessions are valid for two hours and expire automatically if not started.

End an on-demand session

From the operator side

  1. After completing the remote actions, close the Control component.

  2. In the web portal, click End session in the toolbar.

  3. Confirm by clicking Yes.

The session ends and the On-demand Agent is removed from the user's device.

From the Agent side

The On-demand Agent can end the session at any time.

  1. In the On-demand Agent window, click End Session.

  2. Confirm by clicking End.

This also removes the On-demand Agent from their device.

See also:

Using the Control

View on-demand sessions

On-demand Agent window