Virtual support & live sessions
Virtual Support Pro is the live-resolution side of the platform. These answers explain how a support session starts, what an agent can do inside the call, how secure screen sharing works, and how AI photo analysis and in-call OCR fit in.
What is virtual support, and how is it different from a virtual inspection?
Virtual support is a live video or screen-share session where your agent sees the customer's problem in real time and guides them to a fix. An inspection is a verified capture of evidence; support is a live resolution.
Read answerHow does a virtual support session work?
You send a secure link by email or text, the customer taps it in their browser, and their camera or screen appears in your agent console — no app, no account, usually under 30 seconds.
Read answerWhat can an agent do during a live support session?
Draw and annotate on the live stream, point, zoom, toggle the customer's flashlight, share screens, capture and label photos, run OCR, and get AI suggestions from your knowledge base.
Read answerIs browser-based screen sharing secure?
Yes. Invites are single-use and expiring, the customer picks exactly what to share and can stop instantly, sessions are encrypted in transit, and every action is audit-logged.
Read answerWhat does AI photo analysis actually do?
It reviews each captured frame, flags visible defects and conditions, checks that required steps were actually captured, and drafts a summary — as suggestions your reviewer confirms, never as an automatic decision.
Read answerHow does in-call OCR work?
Capture or region-select a frame during the call and OCR extracts the text — VINs, serial and model numbers, meter readings, licence plates, labels — into the record, ready to copy, share, or push to your system.
Read answerCan inspections and support run in the same workspace?
Yes. One workspace, one user directory, one set of roles and billing — and a support session can be promoted into a verified inspection record without starting over.
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