Remote desktop capabilities through third party

Enabled for Public preview Early access General availability
Admins, makers, or analysts, automatically This feature is released. Jan 31, 2020 - This feature is released. Apr 1, 2020

Business value

Businesses can offer customized and expedient support to customers by allowing agents to access the customer's machine remotely to address their issues.

Feature details

The ability for agents to remotely access the desktop with customers is critical in many customer support scenarios. Agents can better help customers when they can view the customer's device to see what's happening, as well as access the device remotely to address the issue. We are providing APIs and related artifacts that allow partners to integrate an existing third-party remote assistance solution with Omnichannel for Customer Service.

See also

Co-browse and screen share in live chat (docs)