Access Your Session Data - GoToAssist Remote Support

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Access Your Session Data

Once your GoToAssist Seeit session has ended with the customer, the session data will become available for you to download in various ways.

Note: All GoToAssist Seeit session data will only be available to download for 72 hours after the session has ended.

Topics in this article:

Session data contents

Download from session end page

Download from follow-up email

Session data contents

The contents of the session data will depend on what actions are taken by the agent during the session. The session data (.zip file) can include the following items:

  • Session recording (.mp4 file)
  • Snapshots taken during the session (.jpg files)
  • Photo notes applied to snapshots (.txt files)
  • Session notes (.txt file)

Download from session end page

The session end page that is displayed on the agent website immediately after a GoToAssist Seeit session has concluded contains a direct download link to the session data.

Using the agent website from your desktop computer:

  1. Once the session has ended, click Download session data.
  2. When prompted, click Open to open the .zip file.
  3. Once opened, you can Save the individual session data files to your desired location.

Using the agent iOS app:

  1. Once the session has ended, an email containing the session data (.zip file) will automatically be sent to your agent email address.

Download from follow-up email

The post-session email that is automatically sent from noreply@gotoassist.com to your agent email address (i.e., the email address used to log in to the agent website during the recorded session) contains a direct download link to access the session data. This email also lists the total file size and contents included in the session data .zip file, as well as the Session reference (i.e., Session ID) for your records.

Note: The session data (.zip file) must be downloaded and viewed from a desktop computer.

  • Experts can download the session data from the follow-up email on their desktop computer as follows:

    1. In the follow-up email, click Download session data.
    2. When prompted, click Open to open the .zip file.
    3. Once opened, you can save the individual session data files to your desired location.

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