Communicate and Share Pictures via SMS/MMS

This feature opens a channel of communication between Agents and Consumers when a Consumer cannot or does not want to install the Connect App. This new SeeSupport capability allows for detailed and visual guidance through the troubleshooting process.

Enter the Consumer's phone number Click the green "Send Invite" button to invite the consumer to communicate via SMS/MMS

Instruct the consumer to use their phone's camera and SMS/MMS app to reply to the Connect invitation with pictures of their issue. The Consumer's picture will automatically display when received.

  • Click and slide the green Zoom slider at the top of the screen to zoom in and out of the picture
  • Click the Pencil button on the top-left of the screen to open the Annotation tools(click the Pencil button again to close the tools)
    • The Annotation toolbar will display
      • Click the Color button to change the color of annotation
      • Click the Thickness button to change the thickness of annotation
      • Click the Freehand tool to draw or write freehand annotations
      • Click the Arrow tool to place arrows
      • Click the Circle tool to place circles
      • Click the Undo button to undo the last annotation drawn

  • Click the Speech Bubble button on the top-right of the screen to open the Message channel(Click the Speech Bubble button again to close the channel)
    • The Messages pane will display. Agent messages are displayed aligned to the left. Consumer messages are aligned to the right.
      • Click a picture to open it for annotation

  • Click the Send button on the top-left of the screen to send an annotated picture to the Consumer. The Consumer will received the annotated picture as an SMS/MMS reply
  • Click the "X" button on the top-left of the screen to close the session

If you have questions about this tool or need help to implement it, contact the Help Desk.