Maintain Voice Communication When Switching to Visual Remote Assistant (VRA) Photo Capture Mode

Call center reps stay connected by voice when a VRA session moves from live video to photo capture mode. They can guide customers as they capture high-resolution photos without interrupting the session. Previously, switching modes ended the voice connection, so call center reps had to reconnect or use an external phone call.

Where: This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package and Visual Remote Assistant installed.