Log the onboarding request
Add the customer’s request to the queue with a priority and an owner.
Anslation Remote
Onboard customers on their screen, not from a guess.
When a new customer is stuck in setup, they share the window from their browser with a one-time code. Your onboarding or success team sees what they see, guides them in the chat and ties the session to their request.
In short
How can a SaaS team see a customer’s screen during onboarding?
With Anslation Remote, your team stages a session and sends the customer a join link with a one-time code. The customer opens it in a desktop browser and shares the window of your app, view-only, with no download or account. You guide them in the chat, and the session stays linked to their request and logged.
Where it fits.
- Nothing to install for the customerA new customer has just signed up for your product; asking them to install a second one first is a hard sell. They need a desktop browser and the code.
- Your app, one windowThey can share only the browser window with your app in it, so their other tabs and apps stay out of view.
- Tied to the accountStart the session from the customer’s request in the queue, so onboarding calls and their outcome sit in one place.
How a session runs for you.
Three steps from a request to a solved problem, with the person in charge of their own screen.
Send the join link
Start a session from the request and send the link by email or in your product’s chat.
Guide the setup
Watch the shared window, point at the next field and let the customer make each change.
Good for, and not for.
Good for
- First-run setup and configuration calls
- Seeing an integration error exactly as the customer sees it
- Success teams that report on how fast customers get going
Not a fit for
- Changing settings for the customer: the screen share is view-only
- Customers who only use your mobile app: sharing needs a desktop browser
- Product tours or webinars for many people at once
Settings to start with.
A starting point, not a rule: every setting can change per workspace.
| Setting | Suggested | Why |
|---|---|---|
| Approval | Ask the person you help | The customer decides, on the join page |
| Queue | One request per new account | Each session links back to the onboarding |
| Reports | Resolution time, every week | Shows where new customers get stuck |
Read next.
- Customer supportScreen sharing for customers, with no app.
- Ecommerce supportSee the checkout or account page your customer sees.
- All use casesTen ways teams help, one kind of session.
- ComparisonsSide by side with AnyDesk, TeamViewer and sixteen more tools.
- SecurityCodes, consent, roles and the audit log, and what is not done yet.
- Screen share checkTest a browser and a network before a session.
- Anslation RemoteThe product, what it does and what it does not.
Your questions, answered.
Can a customer share their screen from inside our product?
They open the join link in a desktop browser, type the code if it is not filled in, and choose the window or tab with your product to share. Nothing is added to your product.
Do new customers need an Anslation account?
No. Only your team signs in. The customer needs the link or the 9-digit code.
Can our success manager click through the setup for them?
No. The screen share is view-only, so the customer makes each change while your team guides them.
Keep reading
- Remote for customer supportSee what your customer sees: they share a screen from their browser with a one-time code, with no app and no account, and you guide them in the chat.
- Remote: how it worksEvery step of a remote support session on both sides: stage it, share a 9-digit code, consent, share a screen from the browser, chat, then end it.
- Remote vs Zoho AssistAnslation Remote vs Zoho Assist: remote support with unattended access, file transfer and mobile apps, or browser-only, view-only help with approvals.
- Remote screen share checkTest whether this browser can share a screen and whether your network finds a direct WebRTC path. It runs on this page and saves nothing.
Bring browser support to your team.
Tell us about your team and how you help people today. We read every request and reply by email.
Office hours: Monday to Saturday, 10:00–18:00 IST+91 74158 85838