FAQs

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Acty is a professional video assistance software with AR technology developed for the professional who needs advanced features such as: reporting, activity history, interoperability, connection to CRM, data tracking and security.

Acty’s servers are geographically distributed in the most important areas of the world to achieve the best possible audio/video quality.

Server coverage includes North America, South America, Asia, Europe and the Far East.

Yes. Acty works in China with Apple environment (iOS and macOS), but in this country you can’t download the Android app from Google Play.

You can get around this limitation by downloading the apk directly from our site and installing it manually, following the instructions.

Yes. In the case of mobile network connectivity, real-time video performance can be reduced to decrease bandwidth usage.

The bandwidth consumption is set to 8 MB/min by default at medium video quality.

You can reduce the consumption to 2 MB/min at Low video quality, or increase it to 15 MB/min at High video quality.

Yes. In the case of mobile network connectivity, real-time video performance can be reduced to decrease bandwidth usage.

The quality of the video shown to the remote expert varies, adapting best to the amount of available bandwidth. You can also determine the quality level (high, medium and low) in advance.

In case of excessive bandwidth shortage the connection will be temporarily disabled and automatically re-enabled as soon as conditions improve.

As soon as we receive your license order, we support you in the first configuration of the environment.

You can choose to organize a training course for technicians and system administrator. Finally, if you purchase smart glasses, we will configure and prepare them to be usable right out of the box.

The in-house expert can give assistance from a PC or Mac or from a mobile device (smartphone or tablet).

The field operator can frame the problem with a smartphone, tablet, or using smart glasses.
For Android devices, it is also possible to connect the mobile device to an external camera that complies with the UVC protocol and supports USB host mode (Samsung and Google Pixel are supported but Huawei and One Plus are not supported).

Using the camera switch command, the remote expert can switch between the smartphone or tablet camera and the external camera as needed.

Acty is compatible with the leading smart glasses on the market.

See the compatible smart glasses

Augmented reality (AR) is available on all Acty-compatible smartphones, tablets and smart glasses.

If you would like specific information about device compatibilities please send us a request to s[email protected].

Acty is marketed in Free, Named and Floating versions.

For more information see the pricing section.

Acty’s Named license is a license tied to a single profile, dedicated to an individual person with personal credentials. Only this person can provide assistance with this type of license.

Acty’s Floating license can be used by multiple experts. Activate multiple Floating licenses if you want several experts to work simultaneously. In this case the licenses are not named and therefore can be used by anyone in your organization.

The number of remote experts who can use the license varies by licensing.

Each Named license allows access to a single operator, while each Floating license allows the account to be shared among multiple operators, with only one simultaneous access.

Yes. The expert can use as many workstations as he wants. While he is working, his license cannot be used on other workstations at the same time.

Yes. You can subscribe to a combined Named or Floating licensing arrangement to best meet your needs.

For more information contact us at [email protected]

Yes. To enable a new colleague you must create a new operator in the configuration panel, identifying him with name, surname and e-mail.

No. We do not charge any fees to those receiving assistance.

No. We do not charge any fees to those who receive assistance, regardless of the device they choose to use.

Yes. Choose the Skin Package add-on to use your company’s colors and branding within the app and web interface (Web Expert). Available for both iOS and Android.

Yes. Choose the Clone App add-on to get your own custom app without any reference to Acty. Available for both iOS and Android.

Yes. You can contact us for any custom development request.

Write us at [email protected].

There are several ways to integrate Acty into an existing app, either by using it internally or by calling it as an external app.

For more information write us an email to [email protected].

The remote expert responds to the operator’s request for assistance in the field in two ways: by sending him the session code which, once entered in the Acty application, will activate the video assistance, or by sending him a link (URL) which will be used to activate Acty on the browser (Web Expert).

Yes. Directly from Acty you invite a field operator to download the app by sending them an SMS that redirects them to the iOS or Android store (20 SMS per expert are included).

No. Both the expert and the operator can access Acty in two ways: via app or via web.

You can decide whether to install the application on your PC/Mac or mobile device or use the web portal (Web Expert) to provide or receive video assistance.

Yes.  In Acty there is an automatic instant translator in over 60 languages, both text and text-to-speech, based on Google technology, which allows interlocutors to communicate in their own language.

Yes. In Acty it is possible to export in .xls format all assistance data (including photos taken and chat messages) to be used or analyzed outside the platform.

Service data is stored automatically. Photos and videos are encrypted and then securely stored on our server.

If you wish, you can independently manage the archiving and persistence duration of the data collected during operations in your company’s own cloud storage.

Yes. We have several ready-to-use connectors to natively connect the most used CRMs such as Deskoala, Salesforce and Microsoft Dynamics.

You can connect a custom CRM by requesting us to develop a custom API.

Yes. You can organize the experts into working groups and configure a call to be handled by one of them. This will allow the customer or field operator to request assistance only from the desired group of experts.