5. Request the customer to click the URL link in email or SMS, sent by you.
Note: The customer should've installed the Zoho Lens app from the Play Store or App Store.
6. The technician console opens, and the session gets started.
7. You can perform the following functions on the technician's console:
Chat with customers: You can provide work instructions or collaborate with the customers to resolve an issue at the remote end.
Add notes: Document crucial information during a session by adding them as notes. They would come handy for documentation and auditing purposes
Take a snapshot: Capture specific events during a remote session. The snapshots are saved to the cloud and can be viewed whenever you want.
3D and 2D annotation: You can annotate objects in the real world using arrows, markups, or highlights.
Freeze Stream: Freeze the live stream at any point to add annotation or analyze the scenario in greater detail.
Mute Audio: Turn off your microphone during the session.
Zoom Video: Zoom the incoming camera stream in or out to see a situation in greater detail.
More: You can view the session details and invite technician.
8. When you're done with the session, click Exit in the top right corner.
Your Zoho Lens session details will be added as a comment on the ticket.
Scheduled AR Remote Sessions
Schedule an AR remote session at your customer's convenient time. Your customer receives an email notification once you schedule a session and you can set reminders for yourself as well as your customer.
To schedule an AR remote session:
Open a ticket to view its details.
Click Remote Assist at the bottom of the ticket.
Click Schedule under Augmented Reality Remote Assistance.
On the Schedule an AR Remote Session screen, do the following:
The email address of the requestor will be prefilled.
You can change the email address, if necessary.
Enter the session Title and Description.
The title is prefilled with the ticket's subject for convenience.
Select the Timezone of your customer.
If you aren't sure of the customer's timezone, it will be scheduled for your timezone.
Choose the Date and Time at which you want the session to begin.
Set the time before which you want the reminder email to be sent by clicking Reminder.
Click Schedule again.
The session's schedule along with the link to join the session will be added as a comment on the ticket. Your customer will also receive an email notification about this scheduled AR remote session.
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