What is remote visual assistance?
What is remote visual assistance? A method for an expert to see a customer's field in real time via their phone camera, with no app to install.
What is remote visual assistance? It is a support method where an expert sees, in real time, what a customer shows in the field through their smartphone camera — with no app to install — and guides them by annotating the video live. The trigger is simple: the customer receives an SMS link and opens it in their browser, with no account to create.
How does remote visual assistance work?
The flow has three steps. The agent sends an SMS link; the customer taps it and grants camera access; the HD video opens in the browser (Chrome, Safari, Firefox, Edge). The agent then sees the scene, draws on the image to guide each move, and captures screenshots enriched with certified metadata: GPS coordinates, a UTC timestamp, and a unique session ID. Getting set up takes just seconds.
Send the link
The agent sends an SMS link to the customer, with no prior appointment.
Open the camera
The customer taps, grants camera access, and the video opens in their browser — no app for the customer to install.
Guide and capture
The agent annotates the video live and takes certified screenshots.
For the full mechanics, see how remote visual assistance works.
What is remote visual assistance used for?
It lets you see before you drive out: remote pre-diagnosis, first-contact support without a truck roll, inspection or claims assessment, and site progress checks. It spans construction, visual assistance for insurance, remote technical support, and social housing.
Based on usage observed on GroundCam, this approach avoids around 40% of site visits and resolves 85% of cases on first contact, with a session starting in under 10 seconds.
How is it different from video conferencing?
Video conferencing is a symmetric exchange: two people meet face to face, each on their own webcam. Remote visual assistance is asymmetric — it centers on the field camera stream, with live annotation and certified capture, and nothing to install on the customer side.
| Criterion | Remote visual assistance | Video conferencing |
|---|---|---|
| Goal | Guide a task in the field | Hold a meeting |
| Customer install | None, browser link | App or account often required |
| On-image annotation | Yes, in real time | No |
| Certified captures (GPS, timestamp, ID) | Yes | No |
| Stream | Customer's field camera | Participants' webcams |
Where to go next
This entry is a definition; for implementation, security, and ROI, read the complete guide to remote visual assistance.
Frequently asked questions
- Does remote visual assistance require an app?
- No. The customer receives an SMS link and opens it in their browser (Chrome, Safari, Firefox, Edge). No app or account is required on their side.
- How is it different from video conferencing?
- Video conferencing is a symmetric meeting. Remote visual assistance is asymmetric, centered on the field camera stream, with live annotation and certified captures.
- Are the screenshots timestamped?
- Yes. Each capture carries metadata: GPS coordinates, a UTC timestamp, and a unique session ID, useful for traceability.
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