Deliver Uninterrupted Support by Seamlessly Switching Modes in a Visual Remote Assistant (VRA) Session

Improve troubleshooting flexibility and ensure a smoother support experience with Universal Mode Switching. Call center reps can now switch between live video and photo capture modes during a Mobile Screen Mirroring session type, without leaving the active VRA session. This capability eliminates the need to end sessions or send new invites to change support modes, so that call center reps can transition smoothly and maintain session continuity.

Where: This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package, Visual Remote Assistant enabled. Instant Mirroring is supported on Android and iOS, depending on OS capabilities.

How: During an active session call center reps can use the Mobile Screen Mirroring session type from the VRA dashboard to seamlessly switch between modes. The session remains connected, and the customer’s UI updates automatically to match the call center rep's selection. Any data captured during the session stays associated with the same VRA session for easy post-call review.