Assist distinguishes between two user types. They are:
Regular users are registered users with a regular license who can get access to the fully licensed functionality, depending on the granted permissions. Users of this type perform administrative tasks and join video calls to receive support and grant support assistance. These users can log in to web browsers, smartphones and smart glasses applications.
Guest users are unregistered users with a temporary guest license which grants access to all in-call functionalities. Users of this type will join video calls to receive or grant support assistance. The links sent out via e-mails can be used to join the call.
Depending on the device, there are certain constraints in which way you can join:
To join the call, the user just opens the link on the desired device. On smartphones, you can either download our app from the Downloads page and pick up the call. If it's already downloaded, you will be redirected to the app.
Note: If you cannot download the app, you can open the link on your web browser and pick up the call.
If you are invited to a conference call or invited via a link from a call, you can directly join the call after confirming the terms of use.
If you have a link for a service request, opening the link will result in initiating the call. This means you will force the call creation and the expert who created your service request will get a call invitation.
The invitation links are logically linked to the call object. So, they also have a timeframe in which they are valid, which is connected to the type of call you get invited to.
All types of invites (SMS, Mail, or direct link) are valid if the call exists. If the invitee misses to join before all other participants leave, the link is not valid anymore.
All possible types of invites (SMS, Mail) are valid for 24 hours. For one call, as soon as you click on Join Call in email, link, or SMS, a call is created within 24 hours. If the expert does not accept the incoming call, they will still be able to view the ongoing call on the Dashboard and will still be able to join until the user ends the call.
The table below lists the different types of permissions assigned to user roles in terms of accessible functionality:
Area | Feature Set | Required Permission | Description | Regular User | Guest User (Mobile) | Guest User (Mobile Web Browser) | Guest User (Web) |
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Area | Feature Set | Required Permission | Description | Regular User | Guest User (Mobile) | Guest User (Mobile Web Browser) | Guest User (Web) |
Start Page |
Dashboard |
home_dashboard_access |
Allow access to the dashboard on the start page |
Yes |
No |
No |
No |
Assist |
Access |
xa_xassist |
Allow access to Assist |
Yes |
No |
No |
No |
Assist — Outside the Call |
Access |
xa_ocall_outside-the-call |
Allow to access Assist functionality outside a call |
Yes |
No |
No |
No |
Assist — Outside the Call |
Dashboard |
xa_ocall_xassist-dashboard |
Allow access to Assist Dashboard |
Yes |
No |
No |
No |
Assist — Outside the Call |
Contact List |
xa_ocall_create_conference |
Allow to create conferences |
Yes |
No |
No |
No |
Assist — Outside the Call |
Contact List |
xa_ocall_contact_list_contact-list |
Allow access to contact list and initiate calls |
Yes |
No |
No |
No |
Assist — Outside the Call |
Contact List |
xa_ocall_contact_list_invite-guestusers |
Allow to invite guest users |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_call-logs |
Allow access to call logs |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_see-own-call-logs |
Allow to see own call logs |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_see-all-call-logs |
Allow to see all call logs |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_download-media |
Allow to download media from the call log |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_delete-media |
Allow to delete media from the call log |
Yes |
No |
No |
No |
Assist — Outside the Call |
Call Logs |
xa_ocalLcalllog_export-call-log |
Allow to export call log |
Yes |
No |
No |
No |
Assist — Outside the Call |
Service Reports |
xa_ocall_reports_service-reports |
Allow access to service reports |
Yes |
No |
No |
No |
Assist — Outside the Call |
Service Reports |
xa_ocall_create-service-report |
Allow to create service reports |
Yes |
No |
No |
No |
Assist — Outside the Call |
Service Reports |
xa_ocall_read-service-reports |
Allow to read service reports |
Yes |
No |
No |
No |
Assist — Outside the Call |
Service Reports |
xa_ocall_edit-service-reports |
Allow to edit service reports |
Yes |
No |
No |
No |
Assist — Outside the Call |
Service Reports |
xa_ocall_delete-service-reports |
Allow to delete service reports |
Yes |
No |
No |
No |
Assist — Outside the Call |
Phonebook |
xa_ocall_phonebook-editor |
Allow to edit the phonebook |
Yes |
No |
No |
No |