Overview
This guide is for agents. It covers starting a session from a Salesforce record, scheduling a session for later, running the session, and reviewing session history after it ends. Where you start a session depends on how your ScreenMeet administrator placed the component, which may be on a case, chat transcript, or another object.
Start a Session
Navigate to the Salesforce object where the ScreenMeet widget is located. This may be a case, chat transcript, or another object, depending on your administrator's configuration.
If you have multiple ScreenMeet products, click the product you want to use.
Enable any relevant pre-session settings.
Click Start Session.
Schedule a Session
If your administrator has enabled scheduling in the Salesforce widget, you can schedule a session for a future time.
Navigate to the Salesforce object (case, account, or other) where the widget is embedded.
Select any desired features, then click Schedule Session.
Set the date and time, then click Schedule Session.
Send the session link to the customer or end user along with the date and time.
Scheduling Availability
The Schedule Session option does not appear if your administrator has not enabled it or has not recently updated the package for this functionality. You can also reschedule a session, and scheduling can be automated as part of a service request by your administrator.
Run a Session
Once a session is live, the controls depend on which product you are running. See the product-specific guides for details.
Review Session History
When a session runs against a Salesforce object, it can enhance that object with session data. Available data includes:
Recordings: as an attachment or as a link inside the ScreenMeet session record.
ScreenMeet session: associated with a case or object, if your ScreenMeet organization administrator has enabled that implementation.
To view session details, click the Live Session hyperlink on the record. The session record shows metadata such as events, statistics, and recording URLs. You can also review session history in the ScreenMeet Console.