Type the customer's name or identifier in the
This name is shown on the Active Session tab and Session
Copy Link to Clipboard.
The link is copied to your clipboard.
Paste the link into your messaging tool and send it to your
Ask the customer to open the message, and click the link to launch
the Rescue Lens app.
Note: If the Rescue Lens app is not already installed on the
customer's device, they are redirected to Google Play or the App Store to
install the app first.
Note: The download procedure may vary depending on the customer's
The customer may see a tutorial. They can tap
The customer is prompted to grant access to the device camera and
microphone. Ask them to tap
At this point the camera image may already be displayed on
the customer's mobile device, but nothing is streamed to the Technician
Ask the customer to accept the End-User License Agreement.
The session appears in the Technician Console.
Pick up the session by selecting it in the Session list and
The Rescue Lens support session starts; a live video feed is
streamed from the camera of the customer's device to the technician. Lens audio
enables the customer and technician to communicate via a VoIP connection.