Viewabo Live

FAQs

Who has access to recordings?

Any user in your organization that has an assigned Viewabo license can access Viewabo session recordings. This can be done through the Viewabo platform or, if a helpdesk integration is part of your Viewabo subscription plan, through the specific helpdesk ticket that is associated with the session.

How do I watch recordings?

To access and watch recordings, you and your agents can watch them on Viewabo web-based platform. No limit to the number of times you can watch the recordings.

How long are recordings saved?

Recordings of Viewabo sessions are currently saved indefinitely.

Where are recordings saved?

Recordings are stored on our servers in Cloud Storage.

How is Viewabo different from Zoom?

Viewabo is the perfect Zoom alternative for customer support tools!

‍With Viewabo, no need to require your customers to download any apps, register an account or enter any codes. To request your customers to go through an app installation can further add customer frustration and increase resolution time to the process. To use Viewabo, just send a link via an SMS text, email, or copy and paste in another live chat to your customer to initiate a video session, and you’ll see what your customers see in seconds.

Also, many video conferencing tools are designed for online face-to-face meetings, not for customer service use cases. It would have been different if you could have seen customers’ issues directly through their mobile cameras when you're troubleshooting for them. Read more here.

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Any help desk integrations for Viewabo?

Absolutely! Viewabo is integrated with other customer support platforms like Zendesk and Freshdesk. Viewabo is built for the convenience of customer support teams to help agents seamlessly work with ticketing systems that they're already using and get the most out of their calls.

How do I configure my sound controls during a Viewabo live video session?

Here are the available options:

Speaker icon is on and Microphone icon is on: Both sides can hear each other.
Speaker icon is on and Microphone icon has a line through it: The agent is muted but can hear the customer.
Speaker icon is off (or has an X next to it) and Microphone icon has a line through it: Neither side can hear the other. This might be the default setting when video sessions first connect.
It is not possible for the Speaker icon to be off and the Microphone icon to be on.

Learn how to configure audio settings on Viewabo.

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What devices are supported?

Iphone 6 iOS 11 (Safari 11) or above.
Android 5.0 (Lollipop) or above.
When an end-user clicks a session link, it will open in their native or default browser for their device.
Stable wireless or cellular data connection (minimum bandwidth 1Mbps)

Learn more what you need to use Viewabo successfully.

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How can Viewabo be managed from the Zendesk side?

Zendesk provides a way to manage installed apps. There is nothing to be managed in our app from Zendesk. Please see this Zendesk support article for further inquiries.

What if customers have internet connectivity issues when using Viewabo?

A 4G internet connection or wi-fi is most ideal for Viewabo service.

However, if your customers have severe connectivity issues, Viewabo has created an asynchronous tool to keep support going. Viewabo Request is for you where a live video is not feasible, you can send your customers a link via SMS, emails, live chat, or messaging tools, such as WhatsApp. They can directly record a video and submit it to you to see what's going on without needing to install an app. Instead of attaching the video to an email, Viewabo will alert you when a video is viewed, and they don’t have to worry about the video size being restricted by whatever email platform that you use.

If I use Viewabo, do I have to replace my current customer support system?

Not at all! Viewabo only enters into your existing workflow when you need to see what your customer sees in order to quickly diagnose root issues. There is no disruption to your usual processes. Just start a Viewabo video session during the call or within the tickets if you have help desk systems in place, such as Zendesk or Freshdesk.

Resolve Problems in Real-Time

Live, Quick, Effective

Remove the Confusion

Annotate for Installation

Collaborate to Troubleshoot

Know What Happened

Extend Your Help Desk’s Toolbox

Zendesk

Freshdesk

Support More With Less

FAQs