How does remote visual assistance work?

Remote visual assistance lets an agent see, in real time and in HD, exactly what your customer is filming — from a single link sent by SMS. The customer taps the link, allows their camera, and the video opens right in their browser: no app to install, no account to create. That zero-friction setup is the heart of how remote visual assistance works. Below, we break down each step.

What is remote visual assistance over SMS?

Remote visual assistance is a way to support someone visually from a distance: an agent sends a session link by SMS, the customer opens it, and their camera feed streams live to the agent. Two things set it apart from an ordinary video call. First, the agent doesn't just watch — they guide, drawing and annotating on the image in real time. Second, they document, capturing certified screenshots as they go. The customer only has one job: to stream their video.

Four building blocks are all it takes: an SMS, a unique session link, a browser and the camera feed. That simplicity is what makes no-install visual assistance usable by any customer, even one who isn't comfortable with technology.

How does a remote visual assistance session work, step by step?

The flow is linear and fits into six steps. From sending the link to closing the file, each step stays simple on the customer's side.

For more detail, see the full session walkthrough.

Why use a plain SMS link instead of an app?

Because every step you remove is a step the customer can't get wrong. An SMS is opened by almost everyone, and the browser is already installed on the phone. Asking for a download or an account only adds chances to drop off before the customer even films anything.

Criterion	App to install	SMS link + browser
Installation	App store download	None, the browser is enough
Account creation	Often required	None
Time to start	Several minutes	Under 10 seconds
Customer buy-in	High friction, drop-off	One tap on the link
Device compatibility	Depends on OS and store	Any recent smartphone with a browser

The upshot: the customer goes from SMS to video without leaving what they already know — their phone and their browser. Against a consumer messaging app, the logic is the same. To compare the two approaches, see remote assistance vs WhatsApp.

Does the customer need to create an account?

No. There is nothing for the customer to set up: no account, no password, no profile. They open the link and allow their camera. Removing the account step markedly cuts drop-off, especially with customers who are in a hurry or wary of apps.

Which devices and browsers are supported?

Remote visual assistance runs on recent iOS and Android smartphones, straight from the browser: Chrome, Safari, Firefox or Edge. The phone's camera is enough — there's no dedicated hardware or special equipment to plan for. The customer uses the device already in their hand. A mobile or Wi-Fi connection is all it takes, and there's nothing to configure beyond allowing the camera.

What can the agent do during the session, and what happens to the images?

During the session, the agent has three levers. They see the camera feed live, in HD. They annotate the image in real time, drawing to guide the customer's hands. And they trigger screenshots that are documented automatically.

Those screenshots are more than plain photos. Each one carries metadata: GPS coordinates, a UTC timestamp and a unique session ID. For an insurance adjuster or a support technician, that amounts to a time-stamped record — useful to document the state of an asset or an installation at a given moment. As evidence, such a record can support a file provided it is produced properly and its integrity isn't disputed, subject to case-by-case assessment and to the data-protection rules that apply (GDPR in the EU and UK, or the equivalent local framework). It is therefore best described as a documented trail rather than conclusive proof. How the data is handled is detailed on the security and data page.

When should you use remote visual assistance over SMS?

The use case shows up across several sectors:

• construction and field work: clear up a technical doubt remotely before sending a crew.
• insurance and claims: run a remote pre-assessment and document a claim without an immediate visit.
• technical support and after-sales: see the fault live to guide the repair.
• social housing: assess an issue in a unit and prioritise the intervention.

Based on usage observed on GroundCam, this kind of remote pre-assessment avoids around 40% of site visits and delivers 85% first-contact resolution. Those benchmarks come down to one thing: the customer enters the session with nothing in the way.

In the end, it all comes down to the SMS link: it removes friction exactly where it hurts most, on the customer's side. Fewer steps to clear means more sessions that reach the end — and more problems solved on the first try.