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TeamViewer’s remote support app Assist AR (formerly TeamViewer Pilot) enables you to fix issues on-site by remotely assisting on-site staff or clients through troubleshooting, problem resolution, product setup, and more. 

With TeamViewer Assist AR, it is possible to connect to the camera image of a mobile device and get its image transmitted to a computer in real-time whilst being able to talk to each other via VoIP and interacting with 3D annotations to help the user on the mobile device fix issues in the real world by drawing and highlighting on the screen onto real-world objects.

Hint: You can now start remote support sessions via our web app via https://web.teamviewer.com/

This article applies to all TeamViewer Assist AR (formerly TeamViewer Pilot) users.

Requirements

  • The expert is signed in at https://web.teamviewer.com/ or within the TeamViewer Remote client.
  • The participant has installed the TeamViewer Assist AR app on their smartphone.

Provide remote support with Assist AR via ID

To provide remote support with Assist AR via ID, please follow the instructions below:

  1. The participant opens the Assist AR app and shares the ID displayed on the main interface with the expert.
  2. The expert clicks on the Assist AR button from the menu on the left.
  3. The expert enters the ID/IP address or the hostname of the participant to the Provide support using ID bar on the top.
  4. The expert clicks on Connect.
  5. The participant receives the call and must accept the incoming support request.

The remote session is successfully established. The expert can now support the participant remotely.

Provide remote support with Assist AR via SMS invite

To provide remote support with Assist AR via SMS invite, please follow the instructions below:

  1. The expert clicks on the Assist AR button on the left menu.

2. The expert continues by clicking on the  + New Session button on the right.

3. In the pop up, the expert enters the phone number of the participant with the country code. 

4. The expert clicks on Send.

5. The session is now listed under Your AR sessions with session details on the expert's desktop. 

6. Here,  moving onto the Three dots on the right, the expert clicks on Edit name and enter a name for the session, then clicks on Save.

7. The participant  opens the SMS sent by the expert and clicks on the session link . This automatically opens the Assist AR app.

  • If a participant does not have the app installed, they will be prompted to join the session via a web browser or download the app. 

8. The session status will change to Ready . The expert can click on Start Session.

9. The participant will be prompted to accept the remote session. Once the participant accepts the request, the remote session will begin.

The remote session is successfully established. The expert can now support the participant remotely.

Note: The SMS invitation feature is only available to  Assist AR Pro license holders.