Capture Sessions

Capture Sessions let you request video from customers asynchronously. Instead of a live video call, customers can record and submit video on their own time.

When to Use Capture Sessions

Capture Sessions are ideal when:

• Scheduling is difficult — The customer is in a different time zone or has limited availability
• Documentation is the goal — You need video evidence of an issue for records or warranty claims
• No real-time interaction needed — You don't need to guide the customer during filming
• Follow-up documentation — You need additional video after an initial support interaction

How to Send a Capture Request

Step 1: Start a Capture Request

From your dashboard, click the "Request Capture" button (or similar option to create a capture session).

You'll see options to send the capture link via:

• SMS: Send a text message with the capture link to the customer's phone
• Email: Send an email with instructions and the capture link
• Copy Link: Copy the link to share through your own communication channel

Step 2: Customer Receives the Link

Your customer receives a link to record video. When they open the link on their smartphone:

• They'll see instructions explaining what to do
• They'll need to agree to share their camera
• They can then record video of the issue

The customer can record video at their convenience — they don't need to be on a call with you.

Step 3: Customer Records and Submits Video

Once the customer finishes recording:

• They can preview their video before submitting
• They can add a note describing the issue
• They submit the video, which uploads to Viewabo

You'll be notified when the capture is complete and ready for review.

Reviewing Captured Videos

Once a customer submits their capture, you can view it from your dashboard:

1. Navigate to the case or session in your dashboard
2. Click on the capture to open the video player
3. Review the video and any notes the customer added