Recently, we added the ability for your unattended Access clients to send messages to you -- even if you're not currently connected in a session. Many of you expressed some frustration with our leaving out a critical aspect of this new communication paradigm -- alerting you, the agent, that a user has messaged you. To that end, considering ScreenConnect captures this and other events already, in ScreenConnect 4.4 we decided to give users more power and flexibility by adding the ability to hook onto these various events with custom defined actions. Notifications can be triggered by a number of events and communicated via several methods.
Typically, a busy support agent who must oversee many unattended access computers will not be able to constantly monitor each session for new messages from those client machines. If a user on the other end sends a message to the host agent, it can become buried in a sea of other data and lost. With ScreenConnect 4.4's ability to tap into the chat event, we can actually create a user-customizable action that can alert a support agent via email or other (via HTTP) methods.
For example, if a support agent has 100 remote, unattended access machines and one of those remote clients decides to send in chat message, one can tap into that event and route the chat and corresponding information instantly in an email to the agent -- even if the agent is not currently in a session with the access machine. When setting up the event handler, there are a number of variables at your disposal to describe the event, so the amount and type of data is completely up to you. SMTP can be a great way to communicate not only to human readers, but to other software applications with simple parsing.
Another typical usage would be capturing data and sending it directly to an outside application like helpdesk, RMM or CRM software. ScreenConnect 4.4 can send event data via an HTTP transmission as well as emails, so if you have an application that can accept this data, you can easily send the event specifics in XML, JSON or standard HTTP Post/Get formats. This allows a busy support admin to keep tabs instantly on events like connects or disconnects, even down to the addition of a note.
We've demonstrated the system below: