Flexxible Assist - Documentación de Flexxible

Flexxible Assist is Flexxible’s new remote assistance, based on HTML5 and run directly from the browser, with no need to install an additional client on the operator’s device.

Requirements

To use Flexxible Assist, the assisted device must have FlexxAgent Cross-Platform (CP) installed. Flexxible Assist is available on the following operating systems:

Windows

Windows 10 1809 or higher
Windows Server 2019 or higher

Linux

Fedora 40 or higher
Ubuntu 22.04 or higher
Debian 12 or higher

macOS

macOS 15 or higher

Unlike Remote Assistance (FRA), which is only available on Windows systems, Flexxible Assist is cross-platform.

The operator’s browser must meet at least one of the following versions:

Browser	Minimum version
Chrome	133
Edge	133
Firefox	130
Safari	17.0

Resource usage

Flexxible Assist is designed to run with low resource usage. The values shown below are approximate and may vary depending on the device’s characteristics, the state of the remote assistance session, and the features used.

Resource	Approximate usage
Disk space	30 MB
RAM with no active session	7 MB
CPU with no active session	Minimal
RAM during an active session	130 MB

Configuration

Flexxible Assist can be configured at the Organization or Reporting group level.

Organization

Go to Settings → Organization.
In the side menu, expand Remote Assistance.
Click the Edit button.
Select the desired configuration block: Flexxible Assist · Assistance capabilities, Media, Clipboard, File transfer, Administrator toolkit (Admin Toolkit), AI Teammate (Teammate), Session policy, Multiple technicians, Screen cover, Technician branding, Logo and icon.

The configuration set will apply to all reporting groups in the organization.

In this same menu, General contains options shared between Flexxible Assist and Remote Assistance (FRA) (for example, the preferred technology), and FRA corresponds specifically to the Remote Assistance (FRA) configuration. See details on the introduction page.

Reporting groups

Each reporting group can edit its own Flexxible Assist configuration to suit its needs.

Go to Settings → Reporting groups.
In the Action column, click the icon that corresponds to remote assistance.
Select the desired configuration block: Flexxible Assist · Assistance capabilities, Media, Clipboard, File transfer, Administrator toolkit (Admin Toolkit), AI Teammate (Teammate), Session policy, Multiple technicians, Screen cover.

The configuration set will apply only to the selected reporting group.

Logo and icon is the exception: it is only configured at the Organization level and is not available per Reporting group.

All configuration changes are recorded in the audit log. From Settings → Organization, the View audit logs button (at the top of the page) lets you view them.

Configuration blocks

Assistance capabilities

Input lock. Locks the keyboard and mouse of the assisted device for the duration of the session.
Chat. Enables text chat between the operator and the user during the session. Sending images is not supported.
Chat transcript. Saves a transcript of the session chat.
Video quality. Sets the preferred video quality for sessions. If a preference has been configured in the operator’s browser, it takes priority. Options: Low bandwidth, Standard, Sharp, or Ultra.

Media

This section lets you control the use of cameras and microphones during sessions.

Operator webcam. Allows sharing the operator’s webcam during the session.
Operator microphone. Allows sharing the operator’s microphone during the session.
Device webcam. Allows access to the assisted device’s webcam.
Device microphone. Allows access to the assisted device’s microphone.

Clipboard

This section controls the exchange of content between the operator’s clipboard and the assisted device’s clipboard.

Clipboard to device. Allows sending content from the operator’s clipboard to the assisted device.
Clipboard from device. Allows copying content from the assisted device’s clipboard to the operator.

File transfer

This section defines the operations available for transferring and managing files.

Upload files. Allows uploading files from the operator’s computer to the assisted device.
Download files. Allows downloading files from the assisted device.
File-only sessions. Restricts the session to file transfer, without remote screen control.
Silent file management. Allows managing files without notifying the user of the assisted device.
Manage files. Enables file management actions, in addition to uploading and downloading.
Allowed path prefixes. Restricts file transfer to specific paths on the device. You can explicitly add multiple paths (for example, C:\Users\Public). Paths must be entered literally, exactly as they exist in the file system. They do not depend on the operating system language (for example, the C:\Users folder has that name regardless of the language configured in Windows).
Maximum upload / download bytes. Size limit, in bytes, per upload and download transfer.

If the operator tries to browse outside the allowed paths, the file transfer shows the warning “path outside the allowed folders” and does not load the content.

Administrator toolkit (Admin Toolkit)

Admin Toolkit is the Flexxible Assist feature for running tools and commands on the assisted device.

Preset tools. Enables, in the Administration tools panel, the 4 shortcuts already available in Remote Assistance (FRA): Command Prompt (CMD), PowerShell, Task Manager, and Registry Editor, all run with SYSTEM permissions even if the user does not have them in their session.
Run arbitrary commands. Allows the operator to type and run any command, not limited to the 4 preset shortcuts, from the same panel, with SYSTEM permissions and the result visible on the remote screen.

AI Teammate (Teammate)

Flexxible Assist includes Assist Teammate, an AI assistant that can join the session to help diagnose and solve the problem. Teammate is the artificial intelligence-based assistant built into Flexxible Assist. It can take part in a session with different levels of autonomy to observe activity, guide the operator, or perform actions. Available modes: Observe, Guide, and Act. The options in this block and session control are described in Assist Teammate.

Teammate cost

Mode	Cost
Observe	Included at no additional cost.
Guide	Free until the end of October 2026. After that date, requires a separate consumption-based contract.
Act	Requires a separate consumption-based contract.

To contract Teammate consumption beyond the free period, contact the Partner who manages your account.

Teammate is an AI feature: it can make mistakes. The technician must review its work.

Session policy

Idle timeout (minutes). Minutes without technician activity before asking whether they are still connected. The value 0 disables this check. Range: 0 to 1440 minutes. Default: 10 minutes.
Lock workstation on unexpected disconnection. Automatically locks the assisted device if the session disconnects unexpectedly.

If the technician does not respond when asked whether they are still connected, the session closes automatically.

Multiple technicians

Allow multiple technicians. Allows additional technicians to join an ongoing session. Default: enabled.
Technician chat. Enables private chat between technicians in the operators panel. The user of the assisted device does not have access to it. Default: enabled.
Maximum technicians. Maximum number of technicians who can share a session simultaneously, including the first one. Range: 2 to 5. Default: 5.

The behavior of additional technicians during the session (control, observation, and chat) is described in Multiple operators in the same session.

Screen cover

The screen cover hides the view of the assisted device from the user during the session: the user sees a black screen or a custom image while the technician works.

Allow screen cover. Enables the screen cover feature for unattended screen sessions on Windows. Default: enabled.
Image layout. Defines how the cover image is displayed over the background: Fit (scales the image while keeping its aspect ratio), Fill (crops the image to fill the entire screen), or Center (displays the image at actual size, centered on the screen). Default: Fit.
Span across monitors. In multi-monitor setups, extends the cover image across all monitors as if they were a single screen. If disabled, the image is repeated independently on each monitor.
Cover screen when the session starts. Automatically enables the cover as soon as the session is established. The technician can disable it manually during the session. Default: disabled.
Background color. Color shown as the cover background. It can be set using the color picker or by entering the hexadecimal value or the RGB components. Default: black (#000000).
Cover image. Custom image overlaid on the background color. If none is selected, only the background color is shown.

Technician branding

Allows customizing, per language, the texts the end user sees during the session:

Consent title. Default: “Remote assistance request”.
Consent message. Text shown in the consent dialog box.
Panel title. Default: “Flexxible Assist”.
Technician connected message. Default: “Support connected”.
Input locked message. Text shown while the device input is locked.
Chat legal notice. Text shown when the chat transcript is being recorded.

In these fields you can use the [TechnicianName] placeholder, which is replaced by the technician’s display name. During the session, this variable is automatically replaced with the name configured for the technician. If it is not defined, the technician’s first name, last name, and email address are shown as they appear in Portal.

Logo and icon

Allows customizing the branding the end user sees during the session, by uploading a file for each variant:

Logo (light).
Logo (dark).
Icon (light).
Icon (dark).

This block is only available at the Organization level; it cannot be configured per Reporting group.

Run a remote assistance session

Flexxible Assist can be started from Workspaces or Sessions, which lets you establish the assistance from the context of a specific device or session. To start a remote assistance session:

Go to the Workspaces or Sessions view.
Select a device or a session.
Click Remote assistance.
Select the type of remote assistance you want to start.
The connection is authorized and a new browser tab opens with the Flexxible Assist session.
Start the remote assistance from the new tab.

Remote assistance session flow

From the user’s device

The user receives the remote assistance request (“Remote assistance request”) and must choose Allow or Deny.
After accepting, a floating Flexxible Assist panel appears with the connection status, the list of connected Operators (each identified by name and email, with the option to remove them individually from the session), and the Camera, Microphone, Chat, and Disconnect buttons.

Multiple operators in the same session

Up to 5 operators can connect simultaneously to the same device.

The first operator to connect has control of the session: they are the only one who can interact (clicks, keyboard) with the remote device.
Subsequent operators join as observers: they can see the screen and move their own cursor (identified with their name), but cannot interact with the device unless they request control.
Each connected operator has an independent chat, visible only among operators, separate from the chat with the assisted user.

If the operator with control disconnects unexpectedly, all operators are removed and the session ends.

From the operator’s device

While the user has not responded, the operator sees the message “Waiting for the user to accept…”. When a remote assistance session is started, a new tab opens in the operator’s browser with the previously authorized session. Once the connection is established, the assisted device’s screen is shown in the browser. The interface provides access to session information, the enabled features, and the connection configuration and control options. During the session, the operator has a toolbar with:

Scaling. Adjusts the remote view, with the option to click to fill.
Enable view only. Read-only mode, without control of the device.
Keyboard. Quick combinations (Ctrl + Alt + Del, Ctrl + Shift + Esc, Win + L, Win, Win + R, Win + E, Win + D, Alt + Tab, Alt + F4, Print Screen) and creation of custom combinations with Ctrl, Alt, Shift, Win, and AltGr.
File transfer. Dual-pane explorer (local computer / remote device), subject to the configured allowed paths.
Administration tools (Admin Toolkit). Running commands on the remote device.
Chat. Messaging with the user; messages are not kept when the session ends.
Teammate. Activation of the AI teammate (Observe / Guide). See Assist Teammate.

End of session

If there is no interactive session available on the device, the error “Connection rejected by the user” is shown, indicating that the session must be reopened from Flexxible Portal.
When the session ends, “Session closed” is shown, indicating that Flexxible Assist must be reopened from Flexxible Portal to start another session.

Session log

Each Flexxible Assist session is recorded as an operation, visible in Operations.

List. Each session appears as “Flexxible assist session to ‘<workspace name>’”, with the operation type Flexxible Assistant and its status (Finished, Error, or Cancelled).
Detail → Events. Chronological log of the actions performed during the session, for example clipboard usage (Feature usage: clipboard_from_device used, indicating the content type: image/png, text/plain, etc.) or tool launches (Tool launched: command launched "C:\Windows\system32\cmd.exe" /k "cmd").
Teammate session report. If Teammate is activated in Observe or Guide mode during the session, a report with the session summary is generated when the assistance ends. Its content is described in Assist Teammate.