Field Service: Virtual Remote Assistant sessions fail due to email security link scanning

Cause

Email security systems automatically scan links in incoming emails to detect malicious content. When these systems encounter VRA session invitation links, they perform automated clicks to analyze the destination. This pre-clicking triggers the VRA session initialization process before the intended user attempts to join, causing the session to become unavailable when the legitimate user later clicks the same link.

Resolution

## Network Configuration (Recommended)

Configure your organization's email security system to whitelist VRA-related domains:

1. Contact your network or IT security team
2. Request whitelisting of outbound TCP and non-SSL web traffic on port 443 to these domains:
• `*.techsee.me`
• `*.tokbox.com`
• `*.opentok.com`

Please check from 262 of the VRA Admin Manual which detail the necessary network configuration for VRA:
https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_admin_manual.pdf

3. Configure email security systems to exclude VRA invitation links from automated scanning

Alternative Workarounds

### Copy and Paste Method
1. When you receive a VRA invitation email, do not click the link directly
2. Right-click the VRA session link and select "Copy link address"
3. Open a new browser tab and paste the URL directly into the address bar
4. Press Enter to navigate to the session

### SMS Invitation Method
1. In Field Service, use SMS invitations instead of email when possible
2. SMS links are less likely to be pre-scanned by security systems
3. Provide the customer's mobile number when creating the VRA session

Note:

• External organizations' email security configurations cannot be controlled by your organization
• Some email security systems may still interfere even with domain whitelisting
• SMS delivery may be restricted in certain regions or by carrier policies