See it. Solve it.
See the issue through your customer’s camera. Guide the next step together—no app download needed.
- Who it’s for
- Contact-center agents, remote specialists and field-service teams supporting physical products.
- Where to start
- Send a browser-based camera-session link. Customers join without downloading an app.
- What you get
- A shared view and a clear action, so the customer does not have to explain the problem in words alone.
On this page
One shared view. Two clearer paths forward.
A vacuum reaches its dock but won’t charge. See how a customer and agent check the setup together—and get it ready for the next clean.
At the dock. Still not charging.
The customer wants the vacuum ready again. A browser link lets them show an agent the setup—no app download needed.
Read both sides of the story
Get the vacuum ready for its next clean.
1. The problem
Customer experience: At the dock. Still not charging.
The customer wants the vacuum ready again. A browser link lets them show an agent the setup—no app download needed. Show the vacuum and its dock together.
Agent’s view: See the setup behind the question.
The agent sees the vacuum and dock together, then asks what the device reports before choosing the next check. Customer reports: charging has not started. Next: confirm the model and review its docking instructions. The camera view alone does not establish charging status.
2. The help
Customer experience: Know what to check next.
The agent highlights the docking area. Together they review placement against the manufacturer’s instructions, then the customer retries docking. Follow your model’s placement instructions, then retry docking. Follow the manufacturer’s placement instructions for the confirmed model.
Agent’s view: Make the next check clear.
The shared view makes the placement review concrete. The agent stays with the customer through the retry and asks what the device reports. Placement reviewed → customer retries docking → agent asks what the device reports. Illustrated placement review—not a model-specific repair instruction.
3. The outcome
Customer experience: Ready for the next clean.
The customer reports that docking and charging now work. They know what changed—and can get back to their day. The result comes from the customer’s device check, not an inference from the photo.
Agent’s view: Keep the action and answer.
The check and customer’s answer stay together in the configured workflow, ready for the next conversation. Reported: not charging. Tried: placement check and docking retry. Confirmed by customer: charging started.
Customer result: Customer reports successful docking and charging.
Retained context: Reported symptom, placement check, retry and customer response.
See where Sophie Live fits.
Connect the customer’s environment to the agent and next action.
Turn “over there” into “right here.”
Illustrative workflow- 01 · See together
- Customer shares the relevant equipment and surroundings.
- 02 · Point clearly
- Agent marks the part being discussed in the shared view.
- 03 · Guide the check
- Explain the relevant instruction and ask what changed.
Point to the exact action.
A link. A browser. A shared view.
Illustrative workflow- 01 · Open
- Customer follows the session link. No app download.
- 02 · Allow
- Customer grants camera permission before sharing.
- 03 · Show
- Agent and customer discuss the same visible situation.
Share the customer’s view.
The next specialist starts informed.
Illustrative workflow- Observation
- What the customer showed and reported.
- Attempted action
- Which instruction was followed and the response.
- Next owner
- The unresolved question and responsible team, in the configured workflow.
Transfer without a restart.
Works with your stack: Consent, media, access, and downstream records depend on deployment policy.
A shared view, connected to product expertise.
Sophie Live puts visual pointers and guidance beside the customer’s equipment. With the Sophie platform’s intelligence and knowledge, teams can connect what they see to the relevant product instructions.
Explore the intelligence behind the guidance →Implementation questions
Join and share
Customers join a browser-based session and share their phone camera with permission—without downloading an app. Both sides can see the situation.
Guide the right way
Use visual pointers and annotations to clarify the action. Review photo mode, screen sharing and additional specialist participation against your workflow and configuration.
Close with context
Agree what notes, screenshots or recordings may be retained, who can access them, and what accompanies a transfer. Review reporting needs alongside consent and retention policy.
Agree which observations, attempted actions and customer-reported results belong in the case, alongside any media your policy permits.