Customer Console
The Customer Console in Zoho Lens allows you to connect with a technician through a live video session. It includes tools for real- time communication, augmented reality (AR) annotations, and interactive troubleshooting to help resolve issues efficiently.
Session Controls
Use the controls at the bottom of the screen to manage your session:
- End Session – Disconnect from the session
- Microphone – Mute or unmute audio
- Speaker – Control audio output
- More Options (⋯) – Access tools and settings
Accessing Tools
Tap the More Options (⋯) icon to access session tools.
AR Comments - View instructions shared by the technician.
Chat - Use the Chat option to communicate with the technician during the session. Send and receive messages in real time.
Use the Refresh option to update the chat.
Tap Close to return to the session screen.
Flash light – Turn your device flash light on or off.
Swap Camera – Switch between front and rear cameras.
Video – Enable or disable video streaming.
Scan (QR/Barcode) - Scan QR codes to retrieve links or information. You can open, copy, or share the scanned result.
Live Text – Capture and extract text from labels or documents using the camera.
Settings
You can access additional configuration options from More Options (⋯) > Settings. These settings help optimize AR performance, video quality, and network visibility during a session.
Plane
Enables surface detection for AR elements. When enabled, the system detects flat surfaces (such as tables or floors) to place annotations accurately.
Enables surface detection for AR elements. When enabled, the system detects flat surfaces (such as tables or floors) to place annotations accurately.
Point Cloud
Displays a collection of spatial points detected by the camera. This helps improve AR tracking and placement accuracy.
Displays a collection of spatial points detected by the camera. This helps improve AR tracking and placement accuracy.
HD
Enables high-definition video streaming for better visual clarity.
Note: This may consume more bandwidth.
Network Performance
Displays real-time network statistics, including:
Displays real-time network statistics, including:
- Packet loss
- Latency
- Jitter
- Audio and video quality status (Performance Score).
Use this to monitor connection quality during the session.
Info
You can view session information by opening the Session Info panel.
You can view session information by opening the Session Info panel.
- Session Key
- Start Time
- Running Time
- Customer details
- Camera mode (Front/Rear)
- Technician details and status
- Customer location (if shared), with View in Maps
Sharing Location
- You can share your location with the technician during the session.
- Tap Share next to Customer’s Geo Location.
- Grant permission when prompted.
- The technician can view your location and open it in maps.
If location access is denied, you will be prompted to enable it from device settings.
Using AR Annotations
Technicians can place AR annotations such as arrows and markers on your camera view to guide you.
- These annotations are anchored to real-world surfaces.
- Follow the numbered arrows or instructions to perform the required actions.
Available Annotation tools
You can access annotation tools from the on-screen menu.
- FreeStyle – Draw freely on the screen.
- Pointer – The Pointer tool allows you to highlight specific areas. A pointer appears on the screen indicating focus. It may display the participant’s name for identification.
- Measurement – It allows you to measure real-world distances between two points during the session. Select two points on the screen.The distance is displayed instantly. This is useful for precise troubleshooting and guidance.
Clearing Annotations
To remove a recent marking use Undo from the side toolbar.
To clear all markings, tap delete and confirm.
Note: Clearing annotations will remove all existing AR markings from the screen.
Screen Freeze and Unfreeze
Tap Freeze Screen to pause the live video feed.
You can use both FreeStyle or Shapes annotation on the static frame for more clarity. Once done with the annotation, tap Unfreeze Screen to resume live video.
Note: Use Freeze Screen when you need precise annotations or clearer instructions.
Ending the Session
To end the session:
Tap End Session and confirm when prompted.
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