Employees open the Resolve chat interface by clicking the ControlUp Resolve icon from their system tray. There, they can describe the problem they are experiencing.
Resolve responds by either:
- Clarifying. If more details are needed, Resolve askes the user to clarify the issue so it can more effectively troubleshoot.
- Providing information. For example, Resolve can provide basic IT information such as moving closer to your router. Resolve can also provide information unique to your organization if you've integrated your corporate knowledge bases.
- Starting an investigation. An investigation is an AI-powered analysis that scans device data to find the cause of the problem and implement a solution. You can add MCP connectors to allow Resolve to run actions from other software, extending the types of problems Resolve can solve. Investigations follow an escalation sequence (described below) that you can control.
If Resolve isn't able to fix the problem, it asks the employee if they want to escalate to a human specialist.
Uploading screenshots
Employees can upload a screenshot to quickly provide more context. You can do this by either:
- Clicking the three-dots menu at the top of the chat interface and selecting Capture screen.
- Clicking the attachment icon to upload a local image file.
Start a guided chat
A Guided chat walks the user through a process step-by-step by using on-screen overlays to instruct a user where to navigate. You can toggle Guided chat mode by clicking the three-dots menu at the top of the chat interface and selecting Guided chat.
Set personal preferences
To set personal prefences, employees can right-click the Resolve icon and click Preferences. Employees can set their:
- Font and font size
- Language
- Accessibilty preferences such as colorblindness settings
Always show the Resolve launcher on-screen
Employees can choose to show a floating on-screen icon as an easier way to open Resolve, so they don't have to open it from the system tray. To toggle the launcher, right-click the Resolve icon from the system tray and select Show/Hide Launcher.
You can click and drag the border of the launcher icon to move it to a new place on the screen.