How to Use Virtual Assist The basics of using Virtual Assist in your business.
Virtual Assist is a powerful tool that allows businesses to connect with their customers without physically travelling to the site. In doing so, Virtual Assist reduces the time and resources spent to make assessments, allocate work and store data in relation to the subject matter. Best of all, it is extremely easy to use and highly versatile across a range of business needs.
Don't want to read? Watch our video on starting a Virtual Assessment.
In most cases, you will have a Virtual Assist session booked in advance, with the relevant session details already provided for you.
In the event that you do not have the session details ready to go, simply log in to Virtual Assist and select "New Session".
Once you have selected "New Session", a new window asking for more information will appear on your screen.
You'll need to supply a valid email address or mobile phone number in order to send the in-field operative a link to begin the session.
Once you've completed filling the relevant details, click "Create Session".
Please note, Virtual Assist will not commence until you have filled all required fields.
Starting the VOIP Phone Call
Now that you've created a session, or, if your session was already created for you, the next step is to call the in-field operative using the VOIP call button, which is located in the top right hand corner of your page.
After clicking on the phone symbol, the details of the session you just created will appear on your screen. If the booking was made previously, you can search for the session by entering some of the customer details. Click on "Dial" to start the call.
It's important to remember to call through this feature, as this is how audio will be recorded for your session video. We like to recommend starting the phone call first, then sending the customer link.
Sending The Customer Link
Now that you're on the phone with the in-field operative, you can send the customer link to them. Instruct them to turn loudspeaker on, so they can talk to you while using their phone.
See below your options for sending the session link to your customer:
Invite by Email: Should be selected when the in-field operative is conducting the Virtual Assist via a tablet.
Invite by SMS: Should be selected when the in-field operative is conducting the Virtual Assist via a smartphone.
Hot Tip! You can change the email address or phone number at any time.
Once the invite has been sent, the in-field operative will receive an SMS or email link which will enable the in-field operative to connect to the session.
When the operative opens the link, they will need to select "Join" to start the session. By selecting "Join", the operative will also be acknowledging privacy conditions.
What the In-field Operative Sees:
On the device screen there will be four options:
Share Video: Will enable the session to be created via live video stream.
Share Media: Will allow the customer to take and share photo footage or upload pre-taken video or photo footage.
Call Assistant: Will contact the office number of the assistant.
End Session: Will end the session between the assistant and the customer.
Instruct the in-field operative to share video. As they will be streaming live, instruct the operative to move slowly so you can view the video clearly.
The operative can also select "Share Media", which allows the operative to share existing photos from their device. It's not necessary to do this straight away - the operative can choose to do this at a later time when the session is complete.
While the operative is using "Share Video", you will have the ability to take snapshots of the images from the live stream video. It's recommended that you do this, so certain items can be easily viewed retrospectively.
To capture an image from the video, you can click on "Take Snapshot". The snapshot will appear on the right hand side in the gallery.
Labelling and Deleting Snapshots
Click on each snapshot to enlarge the photo and to make notes. From this view, you can also use the "Delete" button to remove snapshots from the report.
To add notes to the Virtual Assist session, click on NOTES on the top left hand side of the assistant interface.
Ending the Session
When you've collected everything you need for the session, you can select "End Session" which will close the Virtual Assist session link.
When the session has been ended, the customer will receive a survey to rate the experience out of 5.
The blue bar at the top of the page have the following actions:
Upload Media: upload images directly from a folder on your computer. Great for adding supporting images from other sources.
Download Media: Downloads your session snapshots, report and the video recording. If your company regularly runs VA sessions for 30 minutes +, we recommend asking our customer success team to skip the video download in the zip file to speed up the download.
Generate Report: Downloads a PDF with your company logo and print-out summary of our session notes and images.
Save: Saves your session automatically, but is there as a back-up method in the event you're working offline.
Publish: Closes the session for further editing. If you've built an integration to Virtual Assist, you can use this button to export your session into third-party applications.
For FAQ's on Virtual Assist, click here.
For Troubleshooting help on Virtual Assist, click here.
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