Version: 15.1 | 14.2/14.3

Customer Client: Modify the Invitation Email, Display Options, Connection Options

Public Portals > Customer Client

Select a different public site to edit

From the dropdown, select the public site for which you want to configure settings.

Customer :: Invitation Email

Create a custom email message with unique support session instructions for each public site.

From Address

As an option, you can use the From Address field to set up system-generated email invitations instead of an invitation that uses the representative's local email client. If configured in this manner, session invitations are sent from a centralized, system-wide address (e.g., "admin@support.example.com"). This may be particularly useful if your representatives have enterprise email restrictions due to safety or privacy concerns. If the From Address field is left blank, the emails will use the "from address" as configured on the Email Configuration page.

Note: To enable system-wide emails, make sure that Enable server-side emails for support invitations is checked on the /login > Configuration > Options page.

Subject

Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Body

Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Customer Client :: Display Options

Show Prompts

To set how prompts appear to your customers during a support session, choose to show prompts as text links in the chat window or as pop-ups above the chat window. The pop-up option does not apply to mobile clients or click-to-chat sessions.

Start Customer Client in

Set the customer client to start with the chat area minimized or expanded.

Start Customer Client Minimized for Attended Sessions

Choose to unobtrusively start the customer client minimized and without taking focus in customer-initiated sessions.

When pinning a Jump Client, set the default behavior such that Customer Clients launched from that Jump Client will start minimized

Choose to unobtrusively start the customer client minimized and without taking focus in Jump Client sessions.

Start Customer Client Minimized for Sessions started via local Jump or Jumpoint

Choose to unobtrusively start the customer client minimized and without taking focus in local Jump or Jumpoint sessions.

Display Customer Agreement Before Full Client Sessions

Customize the text of this agreement. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Title

Customize the title of the agreement. The end-user will see this in the title bar of the prompt. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Text

Provide the text for the full-client customer agreement. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Display Customer Agreement Before Click-to-Chat Sessions

Enable an agreement that the customer must accept before entering a click-to-chat session.

Text

Provide the text for the click-to-chat customer agreement. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Acceptance Timeout

If the customer does not accept the agreement within the set Acceptance Timeout, the session will end. This applies to both full-client and click-to-chat sessions.

Display Session Recording Prompt Before Full Client Sessions

If this option is checked, then at the beginning of a session, the customer will be prompted to allow session recordings. If the customer allows recordings, then the session will be recorded as configured for this public portal. If the customer refuses recordings, then the session will continue, but no recordings will be made. This applies to screen sharing recordings, command shell recordings, and system information logging.

Display Customer Notices in Customer Client

If this option is checked, then until the session is accepted, the customer client will display both customer notices already active when the session was requested as well as customer notices created and sent. Following each notice will be a link to end the session if the notice addresses a known problem for which the customer was requesting support.

Display Customer Greeting Before Session

The customer greeting appears within the chat window once the session is in queue. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Let customers know their session status by providing them with feedback regarding their position in queue and estimated wait time. Providing customers with this information creates a better chance they will stay in the queue and get the service they need.

Wait time and position are calculated per queue. A customer's position in queue is determined by the age of the session on a first come, first served basis. The wait time is estimated using the most recent sample of sessions that came through the queue and were answered by a representative. A minimum of five sessions is needed to provide enough data for a reliable wait time calculation.

Messages are configured using macros. Copy the %POSITION_IN_QUEUE% and %ESTIMATED_WAIT_TIME% macros into the text box.

Note: The macros expand into full sentences describing the customer's position in the queue, as well as the estimated amount of time the customer has to wait.

Display On-Hold Message

The on-hold message displays at intervals until a representative accepts the session. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Let customers know their session status by providing them with feedback regarding their position in queue and estimated wait time. Providing customers with this information creates a better chance they will stay in the queue and get the service they need.

Wait time and position are calculated per queue. A customer's position in queue is determined by the age of the session on a first come, first served basis. The wait time is estimated using the most recent sample of sessions that came through the queue and were answered by a representative. A minimum of five sessions is needed to provide enough data for a reliable wait time calculation.

Messages are configured using macros. Copy the %POSITION_IN_QUEUE% and %ESTIMATED_WAIT_TIME% macros into the text box.

Note: The macros expand into full sentences describing the customer's position in the queue, as well as the estimated amount of time the customer has to wait.

On Hold Message Interval

Set the number of minutes to wait between sending each on-hold message.

Maximum Estimated Wait Time

Set the maximum time to display as the expected wait time for a customer's session to be accepted by a representative. If the average wait time is longer than this number, the message will read, "Your estimated wait time is more than x minutes".

Click-to-Chat Elevation Prompt

When elevating from a click-to-chat session to the full customer client, the customer must accept a prompt. Customize the text to display, notifying the customer of the need to run an application and of the additional functionality of the full customer client. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Display Orphaned Session Message

If a customer requests a session when no representatives are available, an orphaned session message can be displayed. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

And Open This URL

If a session is orphaned, the customer's web browser can be automatically opened to a specified URL, such as a knowledge base or contact page.

Show on-screen indicator when representative is in session with the customer

Choose to display a semi-transparent message on the remote screen to indicate that the computer is being supported.

Show public site hostname in window title

You may show or hide your public site hostname in the customer client title bar.

Customer Client :: Chat Window Banner

Upload

Upload an image banner for the client window. This image must be a 256-color (8-bit) Windows Bitmap file (BMP) and must be 480 pixels wide. The recommended image height is 40 pixels. As soon as you upload a new banner, all new sessions will use that image. Currently running sessions will not be affected.

Revert to Default

Revert to the default banner. As soon as you revert to the default, all new sessions will use that image. Currently running sessions will not be affected.

Customer Client :: Session Policy

Session Policy

Assign a session policy to sessions associated with the public site selected at the top of this page. This session policy may affect the permissions allowed in sessions started through this site.

Customer Client :: Logging Options

Enable Screen Sharing Recording

For the public site selected at the top of this page, choose if you want to record screen sharing sessions. You can enable or disable recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by customer preference as configured above by the setting Display Session Recording Prompt Before Full Client Sessions.

Enable Command Shell Recording

For the public site selected at the top of this page, choose if you want to record command shell sessions. You can enable or disable recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by customer preference as configured above by the setting Display Session Recording Prompt Before Full Client Sessions.

Enable Automatic Logging of System Information

For the public site selected at the top of this page, choose if you want to automatically log system information at the beginning of a session. You can enable or disable recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by customer preference as configured above by the setting Display Session Recording Prompt Before Full Client Sessions.

Customer Client :: Post-Session Behavior

Custom Uninstall Message

After a session is complete and if a Jump Client is not installed, customers will be notified that the Bomgar software has been uninstalled. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.

Customer Client :: Connection Options

Reconnect Timeout

Determine how long a disconnected customer client should attempt to reconnect.

Restrict customer access to the computer if the customer client loses its connection or if all of the representatives in a session are disconnected

If the session connection is lost, the remote system's mouse and keyboard input can be temporarily disabled, resuming either when the connection is restored or when the session is terminated.

Session Termination Behavior

If unable to reconnect within the time you set by Reconnect Timeout, choose what action to take. To prevent an end-user from accessing unauthorized privileges after an elevated session, set the client to automatically log the end user out of the remote Windows computer at session end, to lock the remote computer, or to do nothing.

Allow reps to override this setting per session

You can allow a user to override the session termination setting from the Summary tab in the console during a session.

Customer Client :: Miscellaneous Options

Automatic Elevation

Select how to handle elevation of the customer client on a remote Windows system. If Never attempt to elevate is selected, the customer client will never attempt to run with administrative rights unless the representative expressly requests elevation. If you have selected Attempt to elevate only if doing so will not prompt the customer, then the customer client will attempt to run as an administrator, but only if doing so will not prompt the remote user for permission. If Always attempt to elevate is selected, then the customer client will always attempt to run as an administrator; at the beginning of a session, the remote customer may receive a prompt to allow elevation.

Allow the customer to limit applications shared during screen shairng when not expressly required to do so

If you choose to allow the customer to limit applications shared, your customer will have the option to define which applications you can or cannot view during a screen sharing session. If this option is deselected, customers will receive this option only if the representative specifically requests or is only allowed to request limited control.

Allow the customer to offer files using the chat interface

If you need to prevent file transfers from customer to representative, you can disable the customer's ability to offer files during chat sessions.

Allow the rep to be prompted to attempt to override a customer's disabled Secure Attention Sequence injection policy

When supporting Windows Vista or above, the representative may attempt to override a customer’s disabled Secure Attention Sequence injection policy in order to send a Ctrl-Alt-Del command.

Allow customer client to temporarily disable hardware acceleration during screen sharing

You may permit the customer client to detect when a video card driver is causing very high CPU usage on the remote computer; if so detected, the customer client may temporarily disable hardware acceleration during screen sharing to speed the remote support connection.