You can connect to devices remotely using two distinct modes of the Workspace ONE Assist agent: Attended Mode and Unattended Mode. Given the enterprise use cases, ownership models, and privacy requirements, understanding the difference between these modes is the foundation of a best practice.

IT and Help Desk staff can use Workspace ONE Assist to support devices in myriad enterprise use cases. These cases include Knowledge Worker employees (Corporate-Owned Personally Enabled (COPE) or Bring Your Own Device (BYOD)), used for business-critical tasks (for example, inventory scanning, logistics) by shift working employees. Contractors with rugged devices and devices used by customers in kiosks are among other use cases.

It is important that Workspace ONE UEM be configured to deploy the correct Workspace ONE Assist client to each device based on these use cases and the privacy requirements and expectations for each device.

Attended Mode

Attended Mode is intended for devices where the Remote User can contain personal or sensitive information and the Remote User can have an expectation or a legal requirement of privacy. Customers generally deploy Attended Mode for BYOD and COPE devices, providing additional privacy protection. In Attended Mode, the user is more actively prompted to authorize access to the device and its information.

Attended mode is available on Android, iOS, macOS, and Windows 10 devices.

Attended mode is not available on Windows Mobile/CE devices.

Unattended Mode

Unattended Mode is intended for devices that do not contain personal information and might require maintenance or support by IT when there is no Remote User physically using the device (for example, when charging on a cradle between shifts, when in the depot because it was returned as defective, as a customer-facing kiosk). Customers generally deploy Unattended Mode for corporate owned Rugged/Business Critical and Kiosk devices.

There are no device notifications when using Workspace ONE Assist in unattended mode when a session is active. You are solely responsible for notifying device end users of the active remote management session.

Workspace ONE Assist uses device ownership information received during enrollment to recognize devices as corporate or personally owned. Unattended mode is not available to devices identified as personally owned or devices in a non-supervised configuration.

Unattended mode is available on Android and Windows Mobile/CE devices.

Unattended mode is not currently available on Windows 10 or macOS devices.

Note: On Samsung devices, a Knox permission must be accepted by the user when the application is first launched, even for devices in unattended mode.

Missing Device Ownership

When device ownership status is unavailable, the installed agent behavior is platform-dependent.

  • Android Agent - the unattended agent behaves per the unattended mode parameters and the attended agent behaves per the attended mode.
  • Windows10 Agent - the unattended agent behaves the same as the attended agent, per the attended mode parameters.