Restriction: A technician can handle only one active Lens
session at a time.
Log in to the Rescue Lens Web Console.
Remember: Use Google Chrome.
Start new session.
The New Session window is displayed.
Type the customer's phone number into the
The SMS containing the PIN code will be sent to this phone
Tip: You can type further customer details (Name, Email,
Ticket ID, etc.) in the relevant fields before proceeding.
Click Send SMS.
Ask the customer to opens the SMS 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.
Customer connected message appears in the Web
Console, and the
Start Session button becomes active.
Pick up the session by clicking
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.