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This guide explains how to use Assist Teammate during a remote assistance session with Flexxible Assist. With Teammate Guide, you get on-screen guidance and perform each action yourself. With Teammate Act, Teammate uses the mouse and keyboard to solve the problem while you approve each action, and you can take control at any time.

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Before you begin

  • The user’s device meets the Flexxible Assist requirements: a supported operating system and FlexxAgent CP installed.
  • You have access to Workspaces or Sessions to start the remote assistance.
  • You know the Teammate cost terms for the mode you’re going to use.

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Steps

1

Check the Teammate configuration

In Settings → Organization → Remote Assistance → Teammate (AI), or in the settings of the device’s reporting group, check that Teammate maximum mode allows the mode you want to use. For Teammate Guide, the maximum must allow at least Guide. If you don’t have access to the settings, ask an administrator to check it.See the options in Assist Teammate.
2

Start the remote assistance

From Workspaces or Sessions, select the user’s device or session and start a remote assistance session with Flexxible Assist. See Provide remote assistance with Flexxible Assist.If the assistance requires consent, the user receives the request and must choose Allow. While they haven’t responded, you see the message “Waiting for the user to accept…”.
3

Activate Teammate

In the session toolbar, activate Teammate. For Teammate Guide, choose Guide. If the organization has configured Teammate auto-start, Teammate can start automatically when the session begins.
4

Work with the chosen mode

With Teammate Guide, Teammate points out elements on the screen and suggests the next steps. You decide on and perform each action on the device.With Teammate Act, Teammate uses the mouse and keyboard to solve the problem and can run commands in the background. Approve each action before it runs, and take control at any time if you need to.
5

Review the result and end the session

Check with the user whether the problem has been resolved and end the assistance. If you used Teammate in Observe or Guide mode, an assistance report is generated, where you can add notes and rate whether Teammate got it right.
Teammate is an AI feature: it can make mistakes. The technician must review its work.

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Expected result

  • The problem is resolved or the case moves forward, and every action on the device has been performed under your control: you performed it yourself with Teammate Guide, or you approved it with Teammate Act.
  • If you used Teammate in Observe or Guide mode, you have the assistance report with the session summary and timeline.

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If you don’t get the expected result