Customer client | RS Pathfinder

What is the customer client?

The customer client is the software or interface used by customers to interact with support representatives during a session. It allows customers to initiate and participate in remote support, chat, and other assistance features.

How is the customer client useful?

The customer client facilitates direct communication between customers and support representatives, enabling efficient issue resolution through remote control, chat, and other support tools.

How do I access the Customer Client page?

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Customer Client.
   The Customer Client page displays.

The Customer Client page

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4. Invitation Email: Create a custom email message with support session instructions.
5. Customer Agreements:
6. Unattended Sessions: You have the option to display the customer agreement. The Unattended Customer Agreement only applies to Jump Clients and sessions started through Remote Jump and Local Jump.
7. Display Options: Display settings for the session.
8. Messaging: A tailored message to the user of the session.
9. On-Hold Message: Enables on-hold message if Display On-Hold Message checkbox is selected.
10. Orphaned Message: Enables an orphaned message if Display Orphaned Session Message checkbox is selected.
11. Chat Window Banner: Uploads an image banner.
12. Watermark: Shows an on-screen indicator when a representative is in a session.
13. Session Policy: Assigns a session policy to sessions associated with the public site.
14. Logging Options: Session settings.
15. Post-Session Behavior: Settings for the post-session.
16. Connection Option: Settings for the session connection.
17. Click-to-Chat: Specific settings for click-to-chat.
18. Other Options: Miscellaneous settings for the session.

How to configure the customer client

Select a public site to edit

From the dropdown, select the public site for which you want to configure settings.

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Default invitation email, customer agreement, and messaging is provided in all supported languages. Users can update this text.  However, once new text is saved to the database, the default text is overwritten and cannot be retrieved.

Invitation email

Create a custom email message with unique support session instructions for each public site.

From address

As an option, you can use the From Address field to set up system-generated email invitations instead of an invitation that uses the representative's local email client. If configured in this manner, session invitations are sent from a centralized, system-wide address (e.g., [email protected]). This may be particularly useful if your representatives have enterprise email restrictions due to safety or privacy concerns. If the From Address field is left blank, the emails will use the from address as configured on the Email Configuration page.

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To enable system-wide emails, make sure that Enable server-side emails for support invitations is checked on the /login > Configuration > Options page.

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For more information, see Email configuration.