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Remote Desktop

Guide visitors through remote desktop support with the Wiretalk Remote Helper, pairing codes, WebRTC sessions, and Agent API endpoints on Pro and Enterprise.

Dashboard: Dashboard → Chats → Remote desktop

Remote desktop lets agents view and control a visitor’s Windows PC during a live chat — ideal for technical support when screen sharing alone is not enough. Sessions use a secure pairing code, the Wiretalk Remote Helper app, and WebRTC signaling through your existing chat socket.

Pro+ Remote desktop is available on Pro and Enterprise platform plans when enabled for your organization.

Requirements

  • Platform plan with remote desktop enabled (Pro or Enterprise)
  • Visitor on Windows with the Wiretalk Remote Helper installed
  • Active live chat conversation between agent and visitor
  • Stable network; corporate firewalls may need TURN (same as voice/video calls)

Agent workflow

1

Start a remote session

Open a conversation → click Remote desktop in the call menu. Wiretalk creates a session and shows a pairing code for the visitor.

2

Visitor pairs the helper

The visitor downloads and runs the Wiretalk Remote Helper, enters the pairing code, and approves the connection. Pairing codes expire after a short TTL for security.

3

Control & end session

Once paired, the agent sees the remote screen in the dashboard. Either party can end the session; all activity stays tied to the conversation thread.

Remote Helper download

Agents and visitors can download the helper from:

  • Dashboard → Settings → Remote desktop tab
  • The remote desktop panel inside an active chat session
  • Organization API: GET /api/agent/organization returns remote_desktop.helper_download_url

Keep the helper updated to the version shown in settings for the best compatibility.

Security

Pairing codes

Short-lived codes bind the helper to one conversation. Failed attempts are rate-limited.

Authenticated signaling

Socket tokens are scoped to the conversation and organization — same model as voice and video calls.

Audit trail

Session create, pair, and end events are logged in the organization audit log for compliance review.

Plan gating

Remote desktop is disabled automatically if your plan downgrades or the feature is turned off by an admin.

See also Voice, video & screen share for in-browser screen sharing without the helper app.

API reference

Remote desktop uses the Agent API (Sanctum session) and a public pairing endpoint for the helper:

  • POST /api/agent/conversations/{id}/remote-desktop/sessions — create session, get pairing code
  • POST /api/agent/conversations/{id}/remote-desktop/sessions/{session}/activate — mark active after pair
  • GET /api/agent/conversations/{id}/remote-desktop/sessions/{session} — session status
  • DELETE /api/agent/conversations/{id}/remote-desktop/sessions/{session} — end session
  • POST /api/remote-desktop/pair — helper pairs with pairing_code (public, rate-limited)

Full request/response details are in the REST API reference.