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Session Insights is an AI-powered feature that allows you to generate concise summaries of TeamViewer sessions.

This article applies to Business, Premium, Corporate, and Tensor customers.

Session summaries are only available for remote connections to Windows or macOS devices.

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 and access the Session Insights settings

First, you need to activate AI features for your company and access the Session Insights settings.

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 Organization management section, go to AI settings.
  4. Click the Activate button.
  5. Click the Session Insights item.

Step 2: Decide which option you want to activate

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 outgoing connections and Summaries for incoming 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 setup

You don’t work with managed devices

You work with managed devices

Your TeamViewer use case

You provide support and connect to devices using methods like ID/Password or session codes
  • You provide Support by connecting to managed devices belonging to your TeamViewer account
  • Third-party experts connect to your company’s managed devices 

Remote side experience
  • By default, users on the remote side need to actively opt in for session insights logging at the beginning of every session
  • Users on the remote side can change this default setting using access controls
  • More details on the remote side user experience can be found in a separate paragraph further below (“Remote side user 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)

Step 3: Finalize the setup for summaries

To be able to generate Session Insights for connections going from any of your company’s users to any device, the toggle Summaries for outgoing connections must be switched on.

By default, All connections started by users from this company is selected. For a more granular control, we recommend using the Only connection using custom QuickSupport modules option. Please find more details in the section below. 

For more granular control, you can decide for which custom QuickSupport modules outgoing session summaries should be generated.          

Step 1: Enable the option in the general AI Settings

To begin, enable the option Only connection using custom QuickSupport modules within the Session Insights configuration section.

Step 2: Activate the option for your custom QuickSupport module

Once enabled, go to your custom QuickSupport module configuration. Check the option Enable Session Insights for this module and click Save.

This option allows you to specify whether Session Insights should be generated for sessions initiated through this particular QuickSupport module.

Remote side user experience

Once configured as described above, Session Insights can be generated for outgoing connections. Note that by default, the user on the remote side will see a pop-up at the beginning of the session. The user will allow a session summary to be generated by clicking on the Allow access button.

Users can modify the default behavior using Access control settings.

To open the Access control settings:

  1. Click Settings (⚙) on the top right corner of the interface.
  2. Go to the Device section and click Advanced settings, then Open advanced settings, and scroll down to Advanced settings for connections to this computer.
  3. Put Access control to Custom settings and click Configure.

At the bottom of the pop-up page, you will find Session Insights logging in. By default, it comes with the setting After confirmation.

  • Allowed will not require a user confirmation of Session Insights in the future.
  • Denied will always reject the session to be logged.
  • After confirmation is the default setting which will show a pop-up at the beginning of every session.

To be able to generate Session Insights for connections from any supporter inside or outside your company to any of your company’s devices, the toggle Summaries for incoming connections must be switched on.

Enable Session Insights for all company devices

If you want summaries generated for all company devices, please enable the All connections to this company's devices option.

Note: To generate summaries, the device must either be managed or have the full TeamViewer client installed, and the user must be signed in with a TeamViewer account linked to your company.

Enable Session Insights for a selection of managed devices

If you want summaries generated for a selection of devices, please enable the Only connections to managed devices with an assigned policy.

Set up a policy setting for your devices

1. Create a TeamViewer policy that includes the setting Connection reporting and Session Insight (AI).

  • If you already have a policy set up, edit the policy and add the setting Connection reporting and Session Insight (AI) to it.
  • If you already have a policy set up with the setting Connection reporting and Session Insight (AI), 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.

AI credit-based payment model and free AI credits

Session Insights is part of AI-powered TeamViewer Intelligence services, including Session Insights and TeamViewer CoPilot. The payment model for TeamViewer Intelligence services is AI credit-based. When TeamViewer Intelligence services are used in a remote session, one AI credit is consumed. For instance, generating a session summary and sending 12 messages to TeamViewer CoPilot as part of one remote session will consume one AI credit.

All customers receive a certain amount of monthly AI credit for free (Business: 5 AI credits, Premium: 10 AI credits, Corporate: 15 AI credits, Tensor: 50 AI credits); additional AI credits must be purchased.

The amount of AI credits available for consumption is displayed at the top right of the AI admin settings page. In the example below, a Tensor customer has yet to consume 0 out of 50 available AI credits; however, they can use TeamViewer Intelligence services for another 50 sessions.

AI credits can be purchased in the customer portal and must be consumed within 12 months. Free AI credits are assigned on the first day of each month.

Exposing Session Insights to standard integrations or via TeamViewer API

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:

  1. Click Edit user settings, right underneath the toggle switch.
  2. Select all users whose outgoing connections should be logged using session insights, except for your own user.
  3. Click Edit and click User settings.
  4. Ensure the toggle Log sessions for connection reporting is switched on.
  5. Click Change setting.

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.