When the panel is hard to explain, show it.
Help customers set up cameras, replace panels and work through device questions with visual support.
For security operators, installation teams and customer-care leaders.
Help the entry camera see the intended area.
The camera misses the intended view.
The homeowner wants the entry visible in the preview. Sharing the camera’s placement helps the agent understand what needs to change.
Read both sides of the story
Help the entry camera see the intended area.
1. The problem
Homeowner experience: The camera misses the intended view.
The homeowner wants the entry visible in the preview. Sharing the camera’s placement helps the agent understand what needs to change.
Support agent’s view: Start with placement and the goal.
The agent reviews the shared setup and asks which area the homeowner wants visible, rather than assuming a mounted camera has the right view.
2. The help
Homeowner experience: Review the view with someone alongside.
The agent points out the relevant placement detail. The homeowner follows model-appropriate guidance and opens the actual camera preview to check the result. Preview review does not verify monitoring, recording or security. Avoid climbing or unsafe access.
Support agent’s view: Make the placement discussion more precise.
A shared visual review helps the agent explain the relevant adjustment. The customer’s actual preview—not the support photograph—is the check that follows. Preview review does not verify monitoring, recording or security. Avoid climbing or unsafe access.
3. The outcome
Homeowner experience: Confirm the view you actually see.
The homeowner reports whether the intended area appears in the preview. Support keeps any remaining placement question with the case.
Support agent’s view: Record the preview and remaining question.
The agent keeps the attempted check and homeowner’s reported preview result together, with a clear follow-up if the desired view is still missing.
Customer result: Homeowner reviews the actual preview and reports what it shows.
Retained context: Placement check and reported preview result.
- Clearer self-install
- Faster assisted resolution
- Better customer experience
The right help, at the right service moment.
Explore the situation, the product and the operational priority together.
Make DIY setup easier to finish.
Match the customer’s camera or panel view to the approved setup instructions for that model.
Explore Sophie Self-Service
Ask the homeowner to review the camera’s own preview in its app before deciding whether placement needs to change.
Implementation questions for self-service
What does the homeowner need to show?
The configured journey can focus on the selected device, placement area, hub, or visible setup state needed for the current check.
What cannot be confirmed from the image?
The camera does not independently confirm pairing, monitoring, readiness, coverage, or network status.
What happens when the guided check is not enough?
The journey can route to assisted support with relevant visual context and completed steps where configured.
Read all operating contexts
Make DIY setup easier to finish.
Match the customer’s camera or panel view to the approved setup instructions for that model.
Show the next step in a panel swap.
A specialist uses a shared view and precise annotations to make a complex physical task easier to follow.
Prepare the installer before arrival.
Carry device details, selected views and attempted checks into the visit so the installer starts with context.
About this example
Visual support does not confirm monitoring, security coverage or readiness. The security provider remains authoritative.