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Customer Experience Using the GoToAssist Corporate App for Android

As a customer, you can use the GoToAssist Corporate app for Android to join a support session created by a representative. During your support session, you can share and allow remote control of your mobile device screen, use Chat to send and receive messages, and send diagnostic information about your mobile device.

Note: Depending on your mobile device and Android OS version, availability of these features may vary. Please see the Features Overview table below for more information.

Topics in this article:

About the GoToAssist Corporate apps

Features Overview

Join a support session

Use in-session features

End your support session

About the GoToAssist Corporate apps

GoToAssist Corporate app (All Android devices)
  • If you are using a Samsung or LG mobile device, you can install this Android app to participate in standard (i.e., screen sharing and remote control) support session. For more information about the features available for your device and version of Android OS, please see the Features Overview table below.

    Note: If you are using an LG device, you will be prompted to additionally install the GoToAssist Corporate AddOn LG screen sharing app if you choose to allow screen sharing and/or remote control.

  • If you are using a non-Samsung and non-LG mobile device, you can install this Android app to participate in support sessions. For more information, please see the Features Overview table below.

Download the GoToAssist (Corporate) Customer App for Android

(for all mobile devices running Android OS 4.0.X (Ice Cream Sandwich) or later)

Note: For use by customers who join support sessions from their Android device.

Android

GoToAssist Corporate AddOn LG screen sharing app (LG devices only)

Note: It is not recommended that you install this app separately.  Please use the GoToAssist Corporate app to join support sessions, which will prompt you automatically to install this add-on.

If you are using an LG device, you must join a support session using the GoToAssist Corporate app, which will then prompt you to install this screen sharing add-on app when the representative requests screen sharing and/or remote control of your device.  

Features Overview

In-session features may vary depending on your device manufacturer and version of Android OS.

Note: Screen sharing and/or remote control access must be enabled within the representative's portal settings in order for these options to be available within a support session.

GoToAssist Corporate app for Android

Device Manufacturer OS Version  Features
Samsung





  • 7.0.X (Nougat)
  • 6.0.X (Marshmallow)
  • 5.0.X (Lollipop)
  • 4.4.X (KitKat)
  • 4.2.X (Jellybean MR 1)

  • remote control
  • screen sharing
  • chat
  • retrieve remote diagnostics


Samsung



  • 4.1.2 (Jellybean)
  • 4.0.X (Ice Cream Sandwich)

  • chat
  • retrieve remote diagnostics


LG
  • 7.0.X (Nougat)
  • 6.0.X (Marshmallow)
  • view-only screen sharing
  • chat
  • retrieve remote diagnostics

    Note: Remote control will be available in a future release – stay tuned!

LG






  • 5.0.X (Lollipop)
  • 4.4.X (KitKat)
  • 4.1.X (Jellybean)
  • 4.0.X (Ice Cream Sandwich)

  • remote control
  • screen sharing (with GoToAssist Corporate AddOn LG app)
  • chat
  • retrieve remote diagnostics



non-Samsung & non-LG




  • 7.0.X (Nougat)
  • 6.0.X (Marshmallow)
  • 5.0.X (Lollipop)



  • view-only screen sharing
  • chat
  • retrieve remote diagnostics


non-Samsung & non-LG




  • 4.4.X (KitKat)
  • 4.1.X – 4.3.X (Jellybean)
  • 4.0.X (Ice Cream Sandwich)

  • chat
  • retrieve remote diagnostics



Join a support session

If you have received an invitation containing a Session URL or Session Code (i.e., Connection Code) from a representative, you can join their support session in the following ways from your Android device:

Mobile app

  1. Download the GoToAssist Corporate app from the Google Play Store on your Android device.
  2. Once installed, tap on the GoToAssist Corporate icon to open the mobile app.
  3. Enter your Connection Code.
  4. Enter your name.
  5. Tap Join Session.

Email invitation

  1. Open the invitation email within your email application.

  1. Tap the Session URL to be launched into the support session.

    Note: It is recommended that you first download the GoToAssist Corporate app from the Google Play store before trying to join the session.

    • If you do not have the GoToAssist Corporate app installed, the Google Play store will open to the GoToAssist Corporate app’s page, where you can tap Install to download the app. After installation, you can tap the Session URL again, enter your name and tap Join Session.

    • If you already have the GoToAssist Corporate app installed, the app will open on your Android device with the Session Code already entered. You can enter your name and tap Join Session.

Session URL

  1. Tap the Session URL, or copy the Session URL and paste it into the address bar of your mobile device browser then proceed to launch into the support session.

    Note: It is recommended that you first download the GoToAssist Corporate app from the Google Play store before trying to join the session.

    • If you do not have the GoToAssist Corporate app installed, the Google Play store will open to the GoToAssist Corporate app’s page, where you can tap Install to download the app. After installation, you can tap the Session URL again, enter your name and tap Join Session.

    • If you already have the GoToAssist Corporate app installed, the app will open on your Android device with the Session Code already entered. You can enter your name and tap Join Session.

Use in-session features

Once you have joined your support session, you will immediately see the Chat screen, and notice various features available to use. These features will vary depending on your mobile device and version of Android OS.

Note: For more information, please see the Features Overview.

Screen Sharing and Remote Control

Note: Screen sharing and/or remote control access must be enabled within the representative's portal settings in order for these options to be available within a support session.

  1. When you reach the Chat screen, you will receive an additional prompt to allow screen sharing and/or remote control depending on the device you are using, as follows:
    • Samsung users– Tap Yes to activate Samsung Enterprise License Management (ELM) install prompt, then tap Install when prompted to enable device screen access and remote control.

    • LG users– Tap Yes to activate the GoToAssist Corporate AddOn LG screen sharing app installation prompt, then tap Install when prompted to enable device screen access and remote control.

    • Non-Samsung and non-LG users – Tap Yes to allow view-only screen sharing. The remote control feature is not available for these device types.

  2. A message within the Chat window will indicate that your screen is being shared.
  1. To stop sharing your screen, tap the Pause Screen icon in the top navigation. To resume screen sharing, tap the Share Screen icon . Additionally, you will see instructional text in the Chat window indicating your screen sharing status and how to change it.

  1. If remote control is supported on your device, the session will automatically begin with remote control enabled, as indicated by the Lock icon in the top navigation.
  2. To disable the representative's ability to remotely control your device, tap the Lock icon once, which will change into the Unlocked icon , indicating that remote control is disabled. Additionally, you will see instructional text in the Chat window indicating your remote control status and how to change it.

Chat

The Chat window is a resource for all actions that occur during a support session, as well as messages sent to and from your representative. This feature remains available throughout the entire session, regardless if you are sharing your screen or not.

  1. Tap the text input bar in the lower navigation of your support session.
  2. Use your mobile device's keyboard to type a new message.
  3. Tap the Send key or Send icon to deliver the message to your representative.

Send Remote Diagnostic Information

You can allow your representative to view diagnostic information about your mobile device during your support session. When prompted with the message, "Share Device Information?" tap Yes, which will display a Remote Diagnostic window to the representative containing system information about your mobile device.

Note: All data shown in the Remote Diagnostics screen is read-only. No system changes can be made through the Remote Diagnostics screen.

Send Logfiles

Logfiles contain information that indicates all activity (e.g., pausing screen sharing, enabling remote control, etc.) that occurred within a GoToAssist Corporate session. If your representative requests logfiles, you must first end your support session, then do the following:

  1. On the Home screen of the GoToAssist Corporate app, tap the Info icon in the top navigation.
  2. In the lower navigation, tap Send Logfiles.

  1. Tap to select your preferred email application.
  2. A new email with logfiles attached will open. Add the representative's email address.
  3. Tap Sendor the Send icon (icons will vary based on the email application you are using).

End your support session

  1. To end your support session at any time, tap the Exit icon in the top navigation.
  2. Tap Yes to confirm.

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