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Remote guidance allows you to enhance the remote support experience for iOS devices by providing visual cues to the end user. This feature helps supporters guide users more effectively by magnifying the area where the supporter clicks, making it easier for the end user to follow instructions. This reduces the time spent in support sessions and improves the overall quality of support.

This article applies to TeamViewer customers who purchased the Mobile Device Support add-on.

How to set up Remote guidance

To set up remote guidance, please follow the instructions below:

  1. The end user installs the QuickSupport app on the iOS device and shares the TeamViewer ID with the supporter.
  2. The supporter establishes a connection with their TeamViewer client:
    1. Go to Remote Support.
    2. Click Connect here.
    3. Enter the end user’s TeamViewer ID.
    4. Click Connect.
  3. The end user clicks Allow access and then clicks Start Broadcast.
  4. The end user is now informed that Picture in Picture is enabled and clicks Got it.
  5. The end user swipes the QuickSupport app to the background.

The session is now established. A picture-in-picture window will appear in the bottom-right corner of the end user’s screen, allowing the supporter to guide the end user effectively.

Note: The end user can maximize, minimize and move the picture in picture window across the screen. If Remote guidance is not needed during a remote support session, the end user can close it by clicking the X.