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Session Insights is an AI-powered feature that allows you to generate concise summaries of TeamViewer support sessions your company members perform.

This article applies to Corporate and Tensor customers. Corporate or Tensor license holders can access up to 20 session summaries per month without purchasing the Session Insights add-on, while those who purchase the add-on can access more session summaries.

Benefits of Session Insights

Facilitates learning and continuous improvement from recent support cases, increasing productivity and efficiency in technical issue resolution.

Provides efficient documentation for faster support case reviews and handover, enhancing collaboration and saving time for support teams.

Offers a clear overview of services provided, ensuring compliance with requirements, proof of service, and increased customer satisfaction.

How to set up Session Insights

Step 1: Activate AI features for your company

First, you need to activate AI features for your company.

To do so, please follow the instructions below:

  1. Sign in with your TeamViewer account via https://web.teamviewer.com/ or via the TeamViewer full client.
  2. Click Admin settings.
  3. Within the Extensions section, go to AI settings.
  4. Activate AI features by clicking the Activate button.
  5. Confirm the terms and conditions for the use of the AI feature by clicking Accept.
  6. Click the toggle next to Session Insights.

Step 2: Set up a policy setting for your devices

1) Now, you need to create a TeamViewer policy that includes the setting Connection reporting and Session Insights for this device.

  • If you already have a policy set up, edit the policy and add the setting Connection reporting and Session Insights for this device to it.
  • If you already have a policy set up with the setting Connection reporting and Session Insights for this device, edit it as explained in the next step.

2) Within the Enable reports policy setting, make sure to enable the policy and Session Insights by clicking the first two toggles.

Optional: You also can enforce the policy so end users can't disable it.

3) Once you have set up the policy, assign the policy to the remote devices on which you want the interactions capturing to be active.

For more information on creating and assigning a TeamViewer policy to your devices, please read this article.

Important note: Policies can only be assigned to managed devices. Learn more about how to manage devices here.

How to define permissions for Session Insights

You can define the permissions of your users regarding Session Insights through roles.

To grant the respective permissions, please follow the instructions below:

  1. Go to Admin settings.
  2. Click the role you want to edit.
  3. Click Edit role.
  4. Go to Permissions (key icon).
  5. Within TeamViewer, scroll down to Session Insights.
  6. Select the desired Session Insights permissions and click Save.

How to access the summary of remote sessions

Session summaries are automatically generated and available for you in the Automation & Insights menu.

To access the summaries, please follow the instructions below:

  1. Sign in with your TeamViewer account via https://web.teamviewer.com/ or via the TeamViewer full client.
  2. Click Automation & Insights.
  3. Within the Smart data section, go to Session Insights.

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:

  • Edit the summary
  • Delete the summary

How to export session summaries

To export session summaries, please follow the instructions below:

  1. Sign in with your TeamViewer account via https://web.teamviewer.com/ or via the TeamViewer full client.
  2. Go to Automation & Insights.
  3. Within the Smart Data section, go to Session Insights.
  4. Select the session summary you want to export and click the Export button.
  5. Select the desired format and language and click Export.

You have successfully exported and downloaded your session summary. 

How to change the default language for session summaries

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:

  1. Sign in with your TeamViewer account via https://web.teamviewer.com/ or via the TeamViewer full client.
  2. Click Admin settings.
  3. Within the Extensions section, go to AI settings.
  4. Within the Session Insights section, click the arrow to access the settings.
  5. Change the desired language.

You have successfully changed the default language for session summaries.

Known limitations

Session summaries can currently only be generated:

  • for incoming connections to devices that have the policy applied
  • from remote sessions that happened on Windows devices