Last Modified 2. 7. 2026
Session Insights is an AI-powered feature that generates concise summaries of TeamViewer sessions.
This article applies to Business, Premium, Corporate, Tensor, and TeamViewer ONE customers running Windows and macOS on their devices.
TeamViewer AI services are activated by default for your company. You can disable AI features at any time.
To do so, please follow the instructions below:
Click the Session Insights item and choose how you want to configure Session Insights.
You have two options that can be activated independently: Summaries for incoming connections and Summaries for outgoing connections.
Two separate sections further down cover details on the set-up process for each option. Before, you may need advice on which choice is right for your company. The table below compares options 1 and 2 along selected decision criteria.
| Option 1: Summaries for outgoing connections | Option 2: Summaries for incoming connections | |
|---|---|---|
Your TeamViewer use case | You provide support and connect to any remote devices | You or third-party supporters connect to your company’s managed devices |
Remote side experience |
| No option for remote side to refuse session insights generation (since all devices with session insights logging are managed by your company) |
Calibration of Session Insights setup across users and devices | Make use of user settings to adjust for which of your company’s users Session Insights are generated (details in the paragraph on summaries for outgoing connections below) | Make use of TeamViewer policies to adjust the set of devices for which to generate session insights (details in the paragraph on summaries for incoming connections below) |
You can define the permissions of your users regarding Session Insights through roles.
To grant the respective permissions, please follow the instructions below:
Generated session summaries are available in the Automation & Insights menu.
To access the summaries, please follow the instructions below:
All session summaries will be listed in the section Session summaries at the bottom of the screen.
The system will automatically assign issue types and what applications are involved in the sessions and generate an overview in the respective sections at the top of the interface.
You can click on a session summary, and its content will be displayed on the right side of your screen.
Opening a summary will provide you the ability to:
To export session summaries, please follow the instructions below:
You have successfully exported and downloaded your session summary.
The default session summary generation language is English. You can change the default language if you want them to be generated in other languages.
To change the session summary generation language, please follow the instructions below:
You have successfully changed the default language for session summaries.
Note: Service cases that belong to legacy device groups are also visible in the Device list. From there, you can view and manage these service cases in the same way as in the Service Queue.
Session Insights is part of the AI‑powered TeamViewer Intelligence services and uses an AI credit‑based payment model.
For details about the AI credit‑based payment model, see here.
Session Insights can be integrated into third-party applications such as ITSM platforms or CRM systems. We offer off-the-shelf integrations of Session Insights into major platforms, including ServiceNow or Salesforce.
Alternatively, you can integrate Session Insights into your own system using TeamViewer API.
Customers using TeamViewer integrations and API must review the user settings of users whose outgoing connections should be logged with session insights:
If you want your own user’s connections logged as well, deselect all users, then select only your user. Again, click on Edit, then click Edit user information.
In the side navigation, click on user settings. At the bottom of the side drawer, you will find the Log sessions for connection reporting setting. Ensure it is switched on.
