By default, a new Bomgar rep will need permission from users in order to view or control the user's screen. There is a check box you can clear that will allow reps to take control of the user's screen without needing the user to authorize it.
Go to your /login page - such as https://remote.companyname.com/login
Log in as an administrator
Click on edit next to the name of the rep you want to add this ability for:
Uncheck both boxes as noted below (though only the box for "prompt customer for approval of these actions in attended sessions" is necessary)