Visual Remote Assistant (VRA) Flow to Access Session Recording and Images for Non VRA Users

Best Practice

Overview

Visual Remote Assistant (VRA) is a powerful addition to Salesforce which we, as a Salesforce Consulting Partner, help clients implement and maximise its potential. It allows users with VRA licence and permission to view Visual History tab for the session recording and images.

Non VRA licence users don’t need to reach out to clients via VRA (send VRA session invites and do calls) but they would still sometimes like to check out a call’s history. However, they cannot access the tab due to licence and permission limitation.

This article outlines the way to retrieve session recordings and images for non-VRA users through the use of a screen flow.

Recordings

A screen flow can be built on the object that VRA is used (e.g. Case). Here are the steps:

The flow collects the record ID of the Case and gets all VRA Report (Visual History) records and asks users to select one.

It then uses the VRA Retrieve Session Recording Apex Action to get the record collection of the recording (It is a collection even though there is only 1 recording per session).
Create a Loop to go through the record collection from above and assign the URL to a text variable.
Create a text template formula to convert the above text variable to a hyperlink.
Show the hyperlink formula in the end screen for recording access. Here is what the end screen could look like (with hyperlink to recording):

Below is an example of the screen flow structure:

Images

Unlike recordings, VRA session images do not have a URL for access.

However, you can use the Get Image from Session ID apex action to attach the images to the related object (e.g. Case).

Conclusion

While Visual Remote Assistant (VRA) has restrictions around what can be viewed for non-users, they also provide apex actions to be used in flows as workaround. This way all users can have a more comprehensive view on their clients regardless of their licence and permission access to VRA.

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