Your Customer will need the Bomgar iOS App

To get started, your customer will need to download the Bomgar iOS Customer Client app from the Apple App Store. If a customer who does not have the app attempts to begin a support session by entering a session key on the support portal, don’t worry. Your customer will be given links to download the app. Also, if you send the customer an email invitation, your customer will be directed to download the app, too.

With the full version of Bomgar Remote Support and Bomgar Connect, you can start a web-based chat support session without requiring customers to download the iOS app. With the free trial, however, your customer will need the app. 

Give the Customer a Session Key to Get Started

When the Bomgar Customer Client app is installed on the iOS device, the customer can use this app to enter a support session. 

Enter the Site Name and Session Key

Generate a Session Key

The customer will be prompted to submit a site name and session key.

Upon accessing the app, your customer will be prompted to enter a site address and a session key.

The site address for your Bomgar Trial is trial.bomgar.com.

You’ll generate the session key from within the representative console by hitting the Start button and selecting Generated Session Key. Or, you have the option of asking a customer to join a support session through email.

Ask a Customer to Join a Support Session through Email

You have the option to send your customer an email invitation from the representative console.

After receiving the email invite, your customer must tap the link within the email. The link takes them to a page where they can choose to begin a session by tapping on the Install App or Start Session button. 

If the customer has the Bomgar Client app installed on the iOS device, the customer may tap Start Session to begin the session. However, if the customer does not have the app installed, the customer should tap the Install App button. 

How to end the iOS Device Support Session

The customer can terminate the session by tapping the red X. This will prompt the user to confirm that they want to end the support session.

When the session is ended by either the customer or the representative, an alert will notify the customer that the representative can no longer access their device. The Bomgar iOS customer client does remain installed after the termination of a support session so that if the customer needs support at a later time, the Bomgar app does not need to be reinstalled.