Running a Support Session
Step-by-step guide to managing customer sessions as a solver
Running a Support Session
This guide walks you through the complete workflow of helping a customer, from claiming a ticket to completing the session and getting paid.
Session Lifecycle Overview
Every support session follows this lifecycle:
- Claim - Take a ticket from the queue
- Start - Begin the timer and unlock communication tools
- Help - Use chat, call, SMS, or screen share to assist the customer
- Complete - End the session and select the appropriate pricing tier
Communication buttons (Call, SMS, Screen Share) are disabled until you start the timer. This ensures accurate billing and protects both you and the customer.
Starting a Session
Claim a Ticket from the Queue
From the Command Center dashboard, find a ticket in the Inline Queue widget. Each ticket shows:
- Customer name
- Urgency level (color-coded)
- How long they've been waiting
- Brief problem description
Click Claim to take ownership of the ticket.
Review the Session Interface
After claiming, you'll see the Session Interface with:
- Header: Customer info, status, and action buttons
- Timer: Session duration tracker
- Chat: Real-time messaging with the customer
- Notes: Private notes for yourself
Start the Timer
Click the Start button (or press Space) to begin the session.
You must start the timer before using Call, SMS, or Screen Share. These buttons remain disabled while the session status is "Not Started".
Once started:
- The timer begins counting
- Communication buttons become active
- The customer sees their session as "Live"
Communication Tools
Once the timer is running, you have four ways to communicate with the customer:
Chat (Always Available)
The chat window is available immediately. Use it for:
- Initial greetings and problem clarification
- Sending links or instructions
- Following up on actions taken
The customer sees your messages in real-time on their mobile view.
Call
Click the Call button to initiate a voice call. This:
- Calls you first, then bridges you to the customer
- Records the call for quality assurance
- Tracks call duration for billing
Use calls for complex troubleshooting where typing isn't practical.
SMS
Click the SMS button to open the message dialog. Features:
- Quick message templates for common responses
- Character count (up to 1000 characters)
- Rate limit of 10 SMS per session
Use SMS when the customer needs to step away from the chat, or for sending verification codes, links, or instructions they can reference later.
Screen Share
Click the Screen Share button to request the customer share their screen. The flow:
- You click Screen Share
- Customer receives a request in their view
- Customer approves and shares their screen
- You can see exactly what they see
This is invaluable for:
- Guiding customers through unfamiliar interfaces
- Diagnosing visual issues
- Walking through step-by-step instructions
Google Meet
If you need more advanced collaboration (like remote control or co-browsing), click Create Meet to generate a Google Meet link. The link is:
- Automatically shared with the customer
- Displayed in the session header for easy re-access
Timer Controls
The timer is your billing clock. Learn to use it effectively:
| Action | Result |
|---|---|
| Start | Begin timing, unlock comm buttons |
| Pause | Stop timing (customer sees "Paused") |
| Resume | Continue timing |
Space key | Toggle start/pause |
The timer syncs between you and the customer in real-time. When you pause, they immediately see "Session paused" on their screen.
When to pause:
- You need to research something
- Customer needs a break
- Waiting for a long operation to complete
Don't pause for:
- Brief moments of thinking
- Quick lookups
- Reading error messages
Taking Notes
The Notes panel is for your private reference. Good uses:
- Customer account IDs or technical details
- Steps you've tried
- Follow-up items to mention before closing
Notes are saved automatically and persist after the session ends.
Completing a Session
When the customer's issue is resolved:
Click Complete Session
The Complete Session button opens the completion modal.
Select the Pricing Tier
Choose the tier that matches the session complexity:
| Tier | Time | Price | Use For |
|---|---|---|---|
| Quick Assist | Up to 20 min | $69 | Simple questions, quick fixes |
| Standard Solve | Up to 45 min | $129 | Most typical sessions |
| Deep Dive | Up to 90 min | $219 | Complex, multi-step problems |
The modal shows session details and your notes to help you decide.
Confirm Completion
Click Complete & Send Invoice to finalize. This:
- Stops the timer
- Generates a payment link
- Sends the payment request to the customer
- Returns you to the queue
Cancelling a Session
If a session can't proceed (customer unresponsive, wrong issue, etc.):
- Click the Cancel button (red X icon)
- Confirm the cancellation
Cancellation cannot be undone. The customer is notified and no payment is collected.
Tips for Efficient Sessions
- Greet quickly - Send a chat message within 30 seconds of starting
- Set expectations - Tell the customer your plan before diving in
- Use the right tool - Chat for simple, call for complex, screen share for visual
- Take notes - You'll thank yourself when writing the summary
- Don't over-pause - Small pauses are normal; only pause for significant breaks
Troubleshooting
Buttons are disabled
- Make sure you clicked Start to begin the session
- Check that your status shows "Active" not "Not Started"
Customer can't see chat messages
- Verify the real-time connection is healthy (check System Status on dashboard)
- Ask the customer to refresh their browser
Timer out of sync
- The customer timer syncs when you start/pause
- If it drifts, pause and resume to re-sync
Call doesn't connect
- Verify you have phone capability configured in your profile
- Check that the customer's phone number is valid