About Lead Technician Capabilities During Collaboration

During a Collaboration Session, the Lead Technician can perform the following actions.

Hand-off Lead Technician status

This is only available for collaborating technicians within your Rescue organization. External collaborating technicians cannot become lead technician. In the example below, Chris Jones hands off the Lead status to Sam Russel.

Cancel a hand-off

This is only available for collaborating technicians within your Rescue organization. External collaborating technicians cannot become lead technician. In the example below, Chris Jones cancels handing off the Lead status to Sam Russel.

Remove a Collaborating Technician from a session

Click the X next to a collaborating technician's name.

Change permissions

Click a collaborating technician's name to change permissions.

Share their own screen with the customer

Only available if this feature is enabled at the Technician Group level in the Administration Center.

Invite additional technicians

The lead technician can invite additional internal or external technicians, depending on permissions set in the Administration Center.

Enable/Disable Chat

Only available if this feature is enabled at the Technician Group level in the Administration Center.

Chat privately with Collaborating Technicians

The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.

Place the session on hold

When the lead technician places the session on hold, the session goes on hold for all participants.

Only available if this feature is enabled at the Technician Group level in the Administration Center.

End the session

The session ends for all participants.