Components Overview - GoToAssist Corporate

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Components Overview

Various applications and components make up the user interface for GoToAssist Corporate, as described below.

Note: Access to many features and tools is dependent upon your account's configuration, so not all features may be available to you. See Access Optional Features for more information.

Topics in this article:

Customer portals

GoToAssist Corporate HelpAlert application

GoToAssist Corporate Customer application

Management Center

Customer portals

Customer portals are websites that provide a starting point for customer to join support sessions and connect with representatives who are logged in to HelpAlert. When created, each customer portal has its own unique URL that is specific to the account for which it was created (with the exception of the GoToAssist.Me portal).
See Customer Portals for more information.

GoToAssist Corporate HelpAlert application

The GoToAssist Corporate HelpAlert application is the software that resides on your Windows computer and enables you to receive, manage and reply to incoming customer queries. Because HelpAlert is an executable file (.exe), it only needs to be downloaded from Citrix once and does not require an installation process (like the GoToAssist Corporate software does). The application is made up of the following components (see Download the HelpAlert application (Windows only) for more information):

  • List View window
    When you log in to HelpAlert, the List View window opens and enables you to view and check the status of customer queries. This window display all incoming queries, as well as current and previous support sessions. It also provides access to most of the features offered by HelpAlert. See List View Window for details.

  • Code Management window
    For Phone Mode configurations, the Code Management window allows representatives to create and distribute the unique, 9-digit numbers that customers can use to join a support session with the customer. See Code Management Window for details.

  • Alert pop-ups
    When a customer submits a new query via a Web Mode or Queue Mode customer portal, the HelpAlert application notifies representatives via an Alert pop-up window that appears on the representative's desktop. Alert windows are color-coded to denote the type of portal that the customer used to submit their query. See HelpAlert Alert Pop-Ups for details.

  • Representative¬†Chat box
    Once a customer joins your support session, the representative Chat box will automatically open on your screen. You can use the Chat box to exchange chat messages with the customer, view details about the customer's computer and access session features and tools. See Representative Chat Box for details

  • Representative¬†Viewer window
    When either the customer or representative is sharing their screen during a support session, the Viewer window displays the shared desktop. It allows the representative or customer to control the shared mouse and keyboard (if enabled), as well as access shortcuts for the various features via the menu and toolbar. Use the Viewer icon in the Chat box toolbar to open and close the Viewer window. See Viewer Window for details.

GoToAssist Corporate Customer application

When a customer joins a standard support session, the GoToAssist Corporate Customer application is used to connect them with the representative. The application includes the customer Chat box and the customer Viewer window, and it must be installed on the customer's computer. The application is made up of the following components:

  • Customer Chat box
    Once a customer joins your support session, the customer Chat box will automatically open on their screen. Customers can use it to exchange chat messages with you, stop and start screen sharing, send files to you and view diagnostic information about their own computer. A status panel at the bottom of the box reminds the customer when they are sharing their screen. See Customer Chat Box for details.

  • Customer Viewer window
    When either the customer or representative is sharing their screen during a support session, the Viewer window displays the shared desktop. It allows the representative or customer to control the shared mouse and keyboard (if enabled), as well as access shortcuts for the various features via the menu and toolbar. Use the Viewer icon in the Chat box toolbar to open and close the Viewer window. See Viewer Window for details.

Management Center

If given access by their manager, representatives can log in to the Management Center to generate reports and review past sessions.

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