Zoho lens

All you need to know About Zoho Lens

Zoho Lens is cloud-based software that allows technicians to provide real-time remote assistance to customers using a smartphone camera or smart glass at the remote end using augmented reality. You can start assisting your customers instantly or schedule a session at a mutually convenient time. Here are some key functions available in Zoho Lens:
  • Access the mobile cameras of Android and iOS customers without leaving your desk.
  • Provide real-time assistance to customers with AR annotations.
  • Interact with customers through text, voice, and video chat.
  • Take snapshots of the live video stream.
  • Record all your sessions.
  • Add notes at the end of the session.
  • Analyze your sessions with session reports.
  • Run multiple sessions at the same time.
  • Invite customers to join a session through email or SMS.

How To Start A Session?

  • Go to lens.zoho.com Log in to your account using your Zoho credentials.
  • To start a session, click START NOW.
  • Zoho Lens offers four ways to start a remote assistance session. You can choose whichever one you prefer:
    • Guide to the Zoho Lens customer app: Guide your customer to download the Zoho Lens customer app from the Play Store or App Store and ask them to enter the session ID.
    • Email invitation: Enter your customer’s email address in the space provided and click the Invite button.
    • SMS invitation: Enter your customer’s mobile number in the space provided and click the Invite button.
    • Send link: Copy the invitation link given and send the link to your customer through IM/Chat.

How To Schedule A Session

If you are struggling to assist customers in different time zones, or your customer is not ready for an assistance session, you can schedule a support session at a convenient time for you and your customer. Your customer will receive an email notification once you schedule a session. You can also set reminders for yourself and your customer and reschedule a session if required.

To schedule a session

  • Go to lens.zoho.com, and click on Schedule. Enter the customer’s email address.
  • Give a Title for the session and add a brief description.
  • Select the Time Zone of your customer. If you aren’t sure of the customer’s time zone, the session will be scheduled based on your time zone.
  • Choose the Date to schedule the session on.
  • Choose the Time for the session to begin.
  • You can set the time the reminder email will be sent by clicking Reminder.
  • Click SCHEDULE to schedule the session.

 To reschedule or cancel a session

  • Go to the session that needs to be rescheduled or canceled.
  • Click next to the session.
  • Click Edit to reschedule the session or Cancel to cancel it.

How Can A Customer Join A Session?

This section will give you the steps a customer needs to follow to join a remote assistance session in Zoho Lens for each of the different invitation options.

Joining a session using an SMS or email invite

Click the link in the email or SMS that you receive from your technician. Download the Zoho Lens mobile app from the Play Store or App Store, if you are joining a session for the first time. Open the app to join the session. If you’ve already downloaded the Zoho Lens Customer app, clicking the link will let you join the session directly.

Joining a session using a join link

Click the join link that you receive from the technician. Download the Zoho Lens mobile app from the Play Store or App Store, if you are joining a session for the first time. Open the app to join the session. If you’ve already downloaded the Zoho Lens Customer app, clicking the link will let you join the session directly.

Join a session by entering the session ID

Download the Zoho Lens app from the Play Store or App Store. Open the application and enter the 9-digit session ID in the space provided. Click Join.

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