User Types

Assist distinguishes between two user types. They are:

Regular Users
Guest Users

Regular Users

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

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:

Guest User (Mobile)
- Smartphone (via native iOS or Android app)
- Tablet (via native iOS or Android app)
Guest User (Mobile Web Browser)
- Smartphone (via web browser)
- Tablet (via web browser)
Guest User (Web)
- Desktop (via web browser)

Process of joining

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.

Validity of 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.

Conference

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.

Service Request

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.

Accessibilities

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)

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

Knowledge Base

Regular Users

Guest Users

Process of joining

Validity of invitation

Conference

Service Request

Accessibilities

Please choose your region

SUGGESTED REGION

Americas

Asia Pacific

Commonwealth of Independent States

Europe

Middle East Africa