Respond to a trainee help request

What a help request means

A help request is a signal from a trainee that they need assistance during the session. Responding promptly helps the trainee continue without stopping the whole group unnecessarily.

Identify who requested help

1. Remain in the live session view.
2. Look for the red help-request indicator that a trainee has requested help.
3. Identify the trainee associated with that indicator.
4. Confirm that you have selected the correct trainee before providing individual guidance.

Open the trainee who needs help

1. Use the Focus button for a better view of the trainee that you are helping.
2. Review the content they have chosen to share.
3. Ask what they need help with before giving instructions.

Provide guidance

Give one clear step at a time when possible. Ask the trainee to perform the action on their own computer while you observe the shared content.

Train Lens visibility should not be described as remote control. The trainee performs actions on their own computer.

Confirm whether the help request clears

After the problem is resolved, either the trainer or the trainee can clear the help request by clicking the Help Request button. The trainer should confirm that the request is no longer shown as active.

Return your attention to the group

1. Return to the multi-trainee view when individual support is complete.
2. Scan the other trainee screens for new problems or help requests.
3. Continue the training session.

What should I do next?

Continue with Provide private support during a session for guidance on keeping individual assistance separate from the wider group.

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