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Take notes during a session in the Web Technician Console

This article gives guidance to Rescue technicians.

You can take notes during a session and save the notes in the session history.

Before you begin: Make sure to enable the Display History and Notes option for the technician group in the Admin Center. See Create a technician group and assign permissions.
Notes enable technicians to document essential details, actions taken, troubleshooting steps, and resolutions during or after each session. These notes are securely attached to the corresponding session in the history. Session notes enhance communication across support teams and improve ongoing customer service by offering valuable context for future support interactions. Learn more at View session history and notes in the Web Technician Console.
Attention: The following description includes information about generating session notes by AI. Please note that this feature is available as part of the premium AI Assistant add-on.
  1. During an active session, select the History & notes tab on the left.
    The History & notes tab has two sections: Notes and History.

    Result: A list of past sessions with the current in-session device is displayed on the History section.

  2. Select one of the following options:
    Add notes
    Create a new note for the current session manually.
    Note: The Generate summary option is also available.
    Generate summary
    Generate a new note for the current session using AI.
    Note: You can either edit or regenerate the text.
  3. Select Save notes to keep track of important details.
    You can Copy, Edit, or Regenerate the notes of the current session.
Related Articles:
  • Start a session in the Web Technician Console
  • Use the laser pointer
  • Use the synchronize the Clipboard feature
  • Use the switch keyboard layout function
  • Transfer a session in the LogMeIn Rescue Web Technician Console
  • View the customer's computer in fullscreen mode
  • Remote control a customer's computer in the Web Technician Console
  • Remote view a customer's computer in the Web Technician Console
  • Use the Session list to view sessions in the Web Technician Console
  • View session history and notes in the Web Technician Console
  • Zero download desktop view
  • Use AI screen translation in the Web Technician Console
Article last updated: 8 October, 2025

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