Getting started setting up SightCall – SightCall Help Center

SightCall empowers agents to assist customers using visual support and AR technologies. These support sessions let both the customer and agent see exactly what is going on.

NOTE: This article links to content intended for SightCall administrators. You must log in to view this content.

SightCall user types

SightCall documentation refers to four different user types:

Admins configure and maintain SightCall using the admin portal (admin.sightcall.com). Admins can create use cases (scenarios) that enable features in the agent console (console.sightcall.com).
Agents help customers solve problems during visual support sessions conducted using the agent console (console.sightcall.com) or on the SightCall app. Agents manage the visual support sessions.
Guests are customers or technicians in the field, for example, who are connected to a visual support session but do not manage the session.
Attendees are third-party participants that are invited to a SightCall multiparty session as subject matter experts, decision-makers, etc.

In addition, SightCall offers an API that can be used by developers and engineers for integration and customization.

This article provides an overview of the setup process for admins.

Basic steps for setting up SightCall

Before an agent can start any visual support sessions, SightCall first needs to be configured by the SightCall admin. This article explains:

Account creation for users
Use case setup
- Determining the type of use case your agents need
- Features available for SightCall sessions
- Setting up media endpoints to push images to a given storage location
- Setting up the guest and attendee consent (SightCall standard terms or custom)
- Associating users accounts with each use case
Reports in the admin portal
Getting help

About the admin portal

The SightCall admin portal (admin.sightcall.com) provides a central location for configuring every aspect of the SightCall experience for agents, guests, and attendees. SightCall admins can view KPI, reporting, and supervision analytics.

Admin accounts can have different roles that determine whether an admin can view, read, or edit sections of the admin portal. For more information, refer to Admin roles descriptions.

Section	Description	Visible to
Administration	Tenant (including API key) and Admin User settings	Super admin
Analytics	Reporting, KPI, and Supervision	Admins**
Tenant	Used to set up users, console themes, templates, and use cases for features in the agent console	Admins**
Reports	Reports for cases, calls, file uploads, and recordings	Admins**
Resources	Access to the REST API, JS front libraries, and Privacy notices	Admins**

*Requires SightCall Enterprise or Premium Editions to view these options in the admin portal.

**Visible sections may differ depending upon an admin's account roles.

User accounts and licenses

You can create user accounts for agents using Tenant > Users. These user accounts are associated with one or more use cases (scenarios on the agent console). Each use case determines the connection types and features available in the SightCall console (console.sightcall.com).

User licenses

An agent requires a license. The same license is used for the desktop agent console and the SightCall app.

Learn more: What are the different Profile/License types available?

Creating user accounts

An agent who uses the desktop console or the SightCall app will need a user account.

To create a user account, refer to these articles:

The users you create for your agents need to be associated with use cases.

Use case setup

Use cases provide a complete configure for every aspect of the SightCall agent console and apps.

Creating a use case for a call method

SightCall offers two kinds of call methods:

CODE, where an agent places an outgoing call
ACD, where agents receive incoming calls (like a call center)

Each call method requires a different use case. If your agents place only outgoing calls, then you will need to create a CODE use case. Feature configuration is the same for all use cases.

NOTE: You can edit a use case at any time to add or remove users and change options.

For more information on creating use cases, refer to these articles:

Enabling SightCall features in a use case

SightCall offers features that you can enable in a use case. The feature you choose to use depends upon what your agents need to do and how your agents connect to support sessions.

For more information, refer to:

Setting up media endpoints

Media endpoints let you save data and images from a SightCall visual support session to a location of your choosing. Some features, like Save Picture and Recording, require a media endpoint.

SightCall supports multiple endpoint types.

Endpoint type	Save method
Email	Files are sent to the email address you specify
HTTPS	Files are sent to a URL you configure
S3 Bucket	Files are saved to an Amazon S3 location
SFTP	Files are saved to a secure FTP site
Azure	Files are saved to a Microsoft Azure location
Google Drive	Files are saved to a Google Drive location

For more information, refer to these articles:

Determining the guest and attendee consent

Whether to use the SightCall consent form that includes the standard terms and consents and privacy policy or to use a custom one.

Learn more: Setting up Guests & Attendees Consents for Terms and Conditions

Adding users to use cases

After you created users, users need to be associated with the use case you created. Refer to these articles for more information:

Reports for cases, calls, and recordings

Data related to visual support sessions are stored in the Reports section of the admin portal. You can locate information for cases, calls, file uploads, and recordings. You can also use the Reports > Export section to export reports from the admin portal.

You can use the redact and delete capabilities to remove identifying information from case reports and recordings.