End-users can proactively request to start a support session.

1. To respond to an end-user's support request, do one of the following:
   • Click the browser notification (if enabled).
   • On the Agent Helpline page of the Console, select an end-user (requester) who is not yet assigned to any agent.
   The session information panel opens on the right, which provides general information on the requester and their issue. The User problem pane lists all potential solutions that the AI suggested to the end-user.
2. Click Start support session in the bottom-right.
   Tip: You can also cancel a request by clicking Close with comment. You should provide a reason for cancelling an end-user request.
3. Continue your work in a standard support session. Here's what you can do:
   • To chat with the end-user, type your message in the Message field in the bottom-right corner of the console, and hit Enter.

     Can't see the Message field? Your interaction panel is probably hidden. Click the icon in the top-right corner to make it visible.

   • At any time during a chat, you can request to view the end-user's screen or control their device.
   • To end the session, click End session at the top of the console.