TL;DR
To start a new remote support session with ISL Light, share the session code, the session link, or an email invite from the New Session window. The customer can then join from the app or browser. If the customer already has ISL Light installed, there is nothing new to download. If not, you can install it during the session, so the next session needs no download either.
When you give remote support, the problem you’re there to fix is rarely the hardest part. Getting the customer connected is. Every pain the customer meets on the way in, such as a file to download, a file they can’t find, or a code to type, lands on the technician, who spends the first minutes of the session on logistics instead of the issue. Most customers join through the website, so the first thing many of them meet is a download.
Getting the customer connected is the first step of remotely supporting a customer, and this article shows how to start a remote support session in ISL Light with fewer steps for both sides: starting the session, sharing the code, the customer joining, and making the next session easier. If you need fast remote support for someone who has never used the tool, these are the steps that matter.
How do you start a remote support session?
Starting a session in ISL Light opens the New Session window, which shows the session code and the session link. From there you can edit the session name, copy the code or the link with separate copy buttons, and send an email invite without opening Settings first. Most technicians start a new support session by sharing the link by email or chat, or read out the code so the customer can type it on the join page in their browser. The code appears in groups of three digits, for example 123 456 78, which makes it easier to read out and to check, and it works when typed or pasted with or without spaces.
How do customers join in the browser?
Whether the customer opens your link or types the code on the join page, the browser is the usual way in, and it is also the simplest. As soon as someone enters a valid session code, the page recognizes it and moves to the next screen. If ISL Light is already installed, there is nothing to download: the browser asks whether to open ISL Light, and once the customer confirms, the session starts in the app. Ticking “Always allow” skips that prompt in future sessions, so entering the code or opening the link is enough to join the session. For both sides, that means fewer steps to get the session going. If the customer misses the prompt, the Launch application button retries it.
If ISL Light isn’t installed, the page offers a Download button, confirms that the download has started, and prompts the customer to run the installer, so they know what to do next. Clients can also download ISL Light Client here.
How do customers join from the ISL Light app?
When ISL Light is installed, its start window shows Join a Session on the left and the operator Login on the right. The Session Code field is focused when the app opens, so the customer can paste the code right away, and the Join button becomes active once the field has input. Joining works the same way on Windows, Linux, and macOS. ISL Light is one app for both technicians and customers, so the customer doesn’t need a separate download.
ISL Light Client remains available as a lightweight option for one-off sessions, since it runs without installation.
How do you make the next session easier?
Customers who join with ISL Light Client don’t have the app for next time. From Tools > Install ISL Light, the operator can start installing the full app on the customer’s computer during any active session.
Customers can start the same installation from the Settings menu in ISL Light Client. The installation needs administrator credentials on the customer’s computer. It uses the customization of whoever started it, so a branded setup keeps its name and look.
Once ISL Light is installed, the customer joins future sessions with a code or an invite link, with no new download.
How can admins customize the join experience?
The easiest way is the Customization page in the web portal. In the Login settings of a customization, admins can switch the Join a Session panel on or off. The Dashboard settings cover other options, such as Invite Operator, the Sessions tab, and Transfer Session. The same page sets the program name, colors, and images, and a customization can be the default for the whole domain. See Create Customization for the steps.
Command-line arguments are still available for admins who prefer them. The full list is in command-line arguments with events:
--on-load "customization?disable_join=true"hides the Join a Session panel and shows only the Login panel.--on-load "customization?disable_install_isllight=true"hides the Install ISL Light menu item.- The existing customization options that disable copying the session link or sending email invitations also hide those sections in the New Session window.
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Start your free trialEvery step you take out of the customer’s way in is a step you don’t have to talk them through. In ISL Light, the New Session window holds what you share, customers can join from the app or the join page, and installing ISL Light during a session means later joins need no new download. Whether you need quick remote support for one customer or regular support for many, that is how the start of a session gets easier.