AI-generated session notes

LogMeIn Resolve session notes is an AI-powered documentation tool that automatically generates detailed session summaries from recorded remote support sessions.

Note: AI-generated session notes are included in the LogMeIn Resolve Complete and MSP subscriptions in a first step and will be a paid feature and available for all tiers in few months.

After finishing a remote support session, the AI generates session notes automatically that you can review as follows:

Complete a recorded remote support session.
Wait for note generation, which may take 2-3 minutes based on the length of the recording.
Select one of the following options:
- Select Close to go back to the device view.
- Select Review and close to see the session details page.

Results: The AI-generated notes include a summary and detailed steps from the session.

Note: Currently the following limitations and restrictions apply:

Only available for recorded sessions
The session duration must not exceed 55 minutes
While the UI supports multiple languages, notes are only in English

To view session notes, sign in to the Console and navigate to the Reporting page. Then select Get session report.

For detailed information about our data privacy and protection policies, please visit: https://www.goto.com/company/legal/ai-terms.

Discover the power of AI-generated session notes

Unlock the full potential of your support sessions with LogMeIn Resolve’s intelligent AI-generated notes. Capture, edit, and review every key detail to turn each session into an opportunity to optimize support, accelerate knowledge sharing, and enhance your team’s productivity.

Remember: To access AI-generated notes, session recording must be enabled. To do so, in GoTo Admin navigate to Settings > Remote Support and enable Session recording on the right.

Instant access to session summaries

Quickly review critical agent and AI-generated session insights right from your session reports. Go to Reports > Session reports, choose a date, and select the notes icon in the Session records column for a real-time summary.

Dive deeper with detailed AI notes

You may need to take a deeper dive into the support session, to understand the whys behind an agent's actions. Our advanced AI delivers a comprehensive, step-by-step breakdown of every support interaction. Leverage these detailed notes to build robust knowledge base articles, automate recurring issue resolutions with Virtual Technician, and continuously improve customer experience. Detailed notes also help you identify patterns in support interactions and training needs for your agents. Find these insights in the Detailed notes section within any session report.

To see the detailed notes, open a session report and navigate to the Detailed notes section on the right.

Personalize your reports with editable titles

Ensure clarity and context for future reference by fine-tuning the report title. LogMeIn Resolve automatically suggests a title based on AI analysis that you can easily personalize by selecting the pencil icon beside the title.

Tailor session summaries to your needs

By updating session summaries with specific details or context relevant to your organization, you can provide additional information that other agents in your organization need. This also allows agents to easily copy a meaningful summary to a helpdesk ticket. Select the pencil icon in the top-right corner of the Session summary section to customize your notes.

By adding an AI-generated session summary to a helpdesk ticket, you can document the root cause and the solution of a problem and give an update on the status of the issue. This saves time, particularly when you support external customers and have strict SLAs.

Trace sessions to their source helpdesk ticket

Easily identify from which helpdesk ticket was a remote support session initiated. For agents working with helpdesk tickets, having a searchable item attached to the session history of a ticket is a quick way to find a solution in past support sessions. See this under Source ticket in the bottom left of your session report.

Note: Manually associated tickets from the Helpdesk page will not appear here.

Know who’s involved in the support session

See exactly who did what. The Detailed notes section breaks down session activities by participant, including the agent and the Virtual Technician, so you always know how participants interacted.

Quickly find the relevant part of a session recording

Session notes are organized into chapters to make it easier for you to find the most relevant part of a recorded session, review steps, and understand the flow of the technical support provided. Beside chapters, timestamps allow you to jump to a specific moment in the recording.

Manage AI note generation by agent (disable session notes)

Flexibly control who receives AI-generated session notes. After enabling session recording for your organization, you can turn off note generation for individual users as needed.

Remember: Session notes are only available if you enable Session recording on the Settings > Remote Support page in GoTo Admin.

In GoTo Admin, navigate to the People > Users menu.
Select a user by clicking on its name.
On the Settings tab, disable the Session notes feature.
Save your changes.

Article last updated: 15 October, 2025