Guest access

The Guest access feature allows for quickly calling a user without them having to have an account on XReach.

Admin / Expert view

A Group Admin that can see the special Guest Access Group will need to add a set of Experts into the group, so that they can be called.

For this, you will go the Groups page and Add Users to the Guest Access Group.

The rest of the document will assume that you are a member of the Guest Access Group, and that you are able to log in and see the Guest Access link in the Management Cog on the sidebar.

Guest access management

Guest access list

After clicking on the Guest link menu item, you will see the Guest access list (pictured above). Click on Create guest link button to create a new guest link.

You can also Deactivate, or Resend Link, depending on if a previous link has been clicked on by the Guest user or not. The minute a Guest clicks on a the Guest Link, you can no longer deactivate or resend the link, as the timer is now running.

A link can be either Active, or Inactive - if Inactive, just create a new one.

The guest session time limit can be modified from the default 1 hour to your preferred amount of hours.

Creating a Guest Link

Upon clicking on the Create guest link button, you will see the Create guest link page (pictured below):

On this page, you will need to fill in the following:

The Email address and/or the phone number of the recipient of the link. The link can be delivered either via Email or SMS and the International telephone number format should have '+' in front of the number and country code (E.164 format).
Optionally an informative Label
Select a Default expert that will receive the call once the Guest clicks on the link from the email they just received. Either select a specific Expert, or Any Expert - in this case, everyone in the Guest Group will be called when the Guest calls using the link.

While you can set a Default Expert, the Guest will still be able to select which Expert they eventually choose to call - this only affects which Expert is the recommended one when the Guest clicks on the link in the email or SMS they receive. See "Experts list" below.

After you are happy with your settings, press the Send link button. An email will be sent to the newly created Guest user.

Guest user view

The Guest user will receive an email that will look quite similar to the one pictured below:

If you received the link by SMS, it will look similar to the one pictured below:

If you decide to click on the link, a page on your browser will open and you will see the recommended Expert who has a badge with the text "the recommended expert". This is the Expert that the creator of the link has chosen for the Guest. See below for the screenshot:

Experts List

You can immediately click or tap on the Call button to start calling this recommended Expert. You can also select a different Expert from the list.

If you have called the recommended Expert (the Default Expert) and there is no answer, the call will time out and you will be brought back to the Experts List, where you can then call some other Expert, or even Any Expert, which will call all available (and online) Experts included in the Guest Group.

Call View

This snappy Call view will be displayed, while we are waiting for the designated Expert to answer the call:

If there is no answer after a certain time period, you will be transported back to the Experts list, where you can select a different Expert to call, or the Any Expert if you would like to attempt to call all the available and online experts in the group.

Once the Expert answers your call, you will see the something similar to the screenshot below:

Okay, let's get down to what really matters. On the top right corner, you see four icons. They are, in order of appearance:

Ticket Details
Ticket Media / Attachments
Chat
Switch Camera and Enable Pointer

At the bottom center, you see three icons. They are, in order of appearance:

Disable / Enable Camera
Mute / Unmute Microphone
End Call

Ticket Details

The Ticket Details are not editable by a Guest, but the Expert can edit them during the call and the Guest will see the changes in real time.

Ticket Attachments

The Ticket Media / Attachments will contain all the media added to the ticket by the Expert during the call, such a documents, images and videos.

At the start of a new Guest ticket, the Attachments view will be empty, as witnessed in the screenshot below:

Once the list starts getting populated, it might look similar to the screenshot below:

Clicking or Tapping on any of the icons will open up the file in question in full screen, during the call. After viewing, you can click on the Back button on the top left corner to return back to the Attachments view, after which you can click on the Back button on the top left corner to return to the call.

While viewing PDFs, you will see a toolbar with the following buttons:

Previous page
Next Page
Zoom Out
Zoom In

Only the Expert can annotate images during the call.

Chat

The chat will be a chat back'n'forth between the Expert and the Guest

Currently the overflow menu (...) will allow you to Switch camera and Enable pointer - as witnessed below in the screenshot below:

On your Mobile device with a back & front facing camera, this would switch between the available cameras. The pointers will give you the remote guidance.

Ticket Activity Signaling

The above screenshot shows what the Guest will see in the form of a visual notification, when there are new files added to the ticket, and new messages received in the chat.

Timeout Notification

The timeout period can be configured in the environment configuration. The below screenshot shows how you will be notified when the session is about to expire in less than 5 minutes.

Session Timeout

Once the session times out you will see a screen similar to the screenshot below.

Log Out

When you are finished with the call, you can click on the End Call button. Then you will be transported back to the experts list and you can click on Log Out to log out. You will now see the screenshot below: