Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.
Note: This feature is only available for Bold360 Plus subscribers.
During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.
Important:
- PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
- You can have one active remote access session at a time.
Remember: To use the Remote Access feature, you must use Chrome.
Customer requirements for remote access:
- Windows 8.1 or above
- OS X 10.9 or above
- On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).
Result: A PIN is generated and displayed on the Remote Control page.
- Guide your customer through these steps:
- Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
- Ask them to enter the PIN that you see on the Remote Control page.
- After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
- Once the download is complete, ask the customer to click Run to execute the applet.
Result: You can now view the customer's computer.
- To control the computer, click Full screen to Remote Control.
Result: Once in full screen mode, you can immediately control the computer.
Note: Chat is available during remote control.
- Options during remote control:
Option |
Description |
Sticky keys |
Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray).
- Shift
- Ctrl
- Alt
- When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
 |
Reboot and reconnect |
On the remote device, click the Bold360 system tray icon and select Reboot and reconnect.
The remote computer restarts and your session is reconnected.
|
Return to remote viewing |
Press Esc. |
End remote access |
Click Stop. You can continue chatting with the customer as in any other chat session. |
Restriction: During remote access, Transfer is unavailable.