AirDrop for iOS Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Check iOS Version

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Device needs to be running iOS7 or newer

iPhone 5 or later
iPad (4th generation)
iPad mini
iPod touch (5th generation)

Don't forget to mark steps complete as you go through GPs.

3. Turn on AirDrop

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Swipe up from the bottom of your screen to reveal ControlCenter.
2. Tap AirDrop
3. Choose one of these options:
  a. Off - Turn of AirDrop
  b. Contacts Only - your iOS device is visible only to your contacts.
  c. Everyone - Your iOS device is visible to all nearby iOS devices that use AirDrop.

Don't forget to mark steps complete as you go through GPs.

4. Share Preferred Content

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

You can share content from apps such as Photos,Safari, Contacts, and more. To share:
1. Tap Share or the Share-icon.
2. Depending on the app, tap the content or additional items you want to share.

Don't forget to mark steps complete as you go through GPs.

5. Choose someone nearby

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Tap the name of a nearby AirDrop user or the iOS 7 device. NOTE: If you're sharing Contacts only and can't find a nearby user, check that both of you are signed into an iCloud account. If you still can't find a nearby user, consider setting AirDrop to Everyone.

Don't forget to mark steps complete as you go through GPs.

6. Validate that AirDrop works

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The other user receives an alert with a preview of the content you want to share, and can either accept or decline.
If the other user accepts, the content will open in the application from which you sent it. For example, photos will appear in the Photos app and websites will open in Safari.

Don't forget to mark steps complete as you go through GPs.

7. Screen Protector

There aren't too many things more frustrating than damaging the screen on your nice new phone or tablet. Remind the guest it is always a good idea to get a screen protector sooner rather than later and offer to assist them with finding one at their local Target using this page Target Screen Protectors.

Don't forget to mark steps complete as you go through GPs.

8. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back