TeamViewer for Slack extends the communication capabilities available in Slack with remote control features. It allows experts via remote support sessions to:
- invite users who need their expertise
- users to request expertise from an expert
The securely encrypted remote connection can be established between any device currently in use, whether a PC, Mac, or any mobile device. It enables users to provide remote support from anywhere, at any time.
Furthermore, to enable remote support for use cases that require guidance on physical devices, TeamViewer adds augmented reality-based remote support where the experts can see what the users see through the user's smartphone camera and provide markers to guide them through a physical process.
This article applies to all TeamViewer Tensor customers having purchased the Slack integration add-on. A TeamViewer Assist AR Professional license is required to use the TeamViewer Augmented reality feature.
Using the integration
Install the TeamViewer app in your Slack workspace
The app is available via the Slack app directory; open the TeamViewer listing on the directory and use the Add to Slack button to add it to your Slack workspace, then select and log in to the workspace from where you want to use the TeamViewer app.
Settings dialog
In the home tab of the app, you will find a settings tab.
Here you can activate or deactivate the remote support features TeamViewer offers.
And select whether the sessions for the supporter should be launched from the regular TeamViewer client, which can be downloaded here:
https://www.teamviewer.com/download
Using the app
Once the app is installed, you should first go to its home tab and log in with your TeamViewer account to be able to use all functionality provided by the app.
Support use cases
The app provides the following Slack "/" commands, which can be used in chats, whether in direct messages or channels.
/teamviewer - provides an overview of all available commands
/teamviewer support - invites someone else to a support session
/teamviewer sos - requests help from someone else
/teamviewer ar - creates an invite for a TeamViewer AR session
Remote Support commands
Provide support to someone
You are the expert and want to invite the person you are talking to, to a remote support session:
In a direct message, type:
/teamviewer support
You will see two messages. One is only visible to you, containing the button for the supporter. The other is visible to you and the end user and includes the Connect button.
Click Join as supporter to be ready for the user's incoming connection, which will be established once they click on the connect button.
In a channel type:
/teamviewer support @[the user you want to support]
You will see a message that is only visible to you containing the button Join as supporter, and the end user will see a message only visible to him, including a Connect button.
Click Join as supporter to be ready for the user's incoming connection, which will be established once they click on the connect button.
Request support from someone
You are an end user and want to request a remote support session from an expert.
This feature is only available in a channel conversation:
/teamviewer sos @[the user connecting to you]
In this case you will see a message that is only visible to you containing a Connect button. The expert will see a message only visible to him, including a Join as supporter button.
Click Connect to be ready for the incoming connection, which will be established once the expert clicks Join as supporter.
Augmented Reality support
Provide Augmented Reality support to someone
In a direct message, type:
/teamviewer ar
In a channel type:
/teamviewer ar @[the user you want invite to a TeamViewer AR support session]
Active sessions
On the home tab, you have the option to see all valid sessions you have created. In case an end-user has clicked on Connect and is waiting for the expert to connect, the session will be shown as online, and a Connect button will be displayed. Click on the Connect button to join the session as an expert.
Connections reports
Get an overview of all connections and the details you made as an expert out of Slack.
FAQ
Not_in_channel_error
I get the following error: An API error occurred: not_in_channel.
To use the app in a Slack channel, it has to be added to the channel first. Type @TeamViewer in the channel to add the app and utilize its functionality.
Data processing
All data processing information on Privacy, Eula, and Data processing can be found under the following links:
