Hi, I’m Laurel from the Digital Success team at GoTo. Today, I’m introducing you to Rescue Live Lens and how it can help your team get eyes on issues faster, reduce back-and-forth, and guide end users with more clarity from the start.
New to camera sharing?
If you’ve ever spent a few minutes trying to piece together what an end user is describing, you know how quickly things can stall. Camera sharing removes that friction entirely. Instead of interpreting descriptions, your technician sees the issue directly and can guide the next step in real time.
For those of you that have used camera sharing in Rescue before, you already know how valuable it is to see exactly what your end user sees. Rescue Live Lens builds on that foundation by removing the biggest barrier to using it in the first place: getting the end user into the session.
With Rescue Live Lens, there’s nothing for the end user to download or set up. They open a link, allow camera access, and you’re live.
One link. No app. Live in seconds.
The biggest time savings with Live Lens comes from how simple it is for your end user to join the session.
- The technician sends an invite via PIN, SMS, or email
- The end user opens the link and allows camera access
- The session is live in seconds
There’s nothing to download and nothing to walk through ahead of time.
This simplicity keeps the interaction moving. Instead of spending time explaining how to get set up, your technician can focus on helping right away.
Works where your technicians already are
Live Lens is also available directly within the Rescue Web Technician Console, so your team can initiate camera sharing sessions from the same place they’re already managing support interactions.
Instead of switching between tools or workflows, technicians can start a Live Lens session alongside their other session types, keeping everything centralized and easier to manage.
That consistency reduces context switching and helps your team move from intake to resolution without breaking their flow.
What your technicians can do in-session
Once the camera session is live, all the end user needs to do is hold and point. While they do that, the technician can:
- Remote flashlight and camera control – Adjust visibility without relying on the end user
- Annotation on the live feed – Show exactly where to look or what to do next
- Freeze and zoom – Take a closer look at key details before moving forward
- Cloud recording with audio – Capture sessions automatically for documentation or review
- Snapshots and session notes – Save context so follow-ups or escalations pick up where you left off
The result is fewer clarifying questions, fewer repeated steps, and faster decisions.
Where teams see the most impact
Remote support has always been great at solving what's on the screen and in the system. Live Lens handles everything else: the cable in the wrong port, the hardware that's visibly damaged, the setup that just doesn't look right.
For teams with onsite staff, it changes how remote and in-person coordination works, giving your remote technician a live view instead of a secondhand description. And for issues that would have otherwise required a site visit, it's often the difference between a resolved ticket and a costly truck roll.
👉 Don’t have Live Lens yet? Start here | Already have it? Here are your support resources
How is your team using Live Lens? Drop a comment below — we'd love to hear what's working.
