Remote Expert Video, Inside The Work Record
Live video help where the work happens. A worker taps Get Help on a work order or inspection; a remote expert joins their point-of-view camera. Every session is recorded and AI-summarized.
What Live Assist Does
Call A Remote Expert
A worker taps "Get help" on a work order, inspection, or alert. A remote expert joins over live video to see what the worker sees and guide them through the fix — no separate meeting link, no app-switching.
Share The Point Of View
The worker streams their phone camera so the expert sees the panel, the part, or the fault in real time. Mobile-native and asymmetric — the worker shows, the expert directs.
Share A Screen
Full screen-share is wired in for desktop diagnostics, config walkthroughs, and software help — the same session surface, on whatever device the work lives on.
Record To The Record
Every session is recorded end to end and attached as a media item directly on the work object — evidence on the inspection, resolution on the work order, response on the incident.
Transcribe And Summarize
Recordings are transcribed and AI-summarized into a summary, key points, and action items back onto the record automatically — a written trail with no note-taking.
Watch A Live Feed
Bring an RTSP / IP-camera feed into a "watch" session — location-bound, scheduled, and consent-logged, so a remote expert can observe a fixed site safely.
Video Woven Into The Work, Not Bolted On Beside It
Launched From The Record — And Recorded Back Onto It
Live Assist is not a meeting tool you happen to open near your work. Nine real work objects can start a session in place, and the recording, transcript, and AI summary are stapled straight back to that same record. The video is the work's history, searchable where the work is.
- Nine work objects — work orders, inspections, incidents, lone-worker alerts, help requests, assets, locations, onboarding plans, and chat rooms.
- Recorded to the record — the recording attaches as a media item on the originating object.
- AI write-back — the transcript, summary, key points, and action items land on the record.
- One audit perimeter — the session lives in the same identity, permission, and retention model as everything else.
Asymmetric By Design — The Worker Shows, The Expert Directs
The four session modes are not just UI labels — observers are subscribe-only by design, enforced in the session itself. A worker requesting help streams their POV; the expert guides without taking over their camera. Watch feeds are observe-only by construction, not by trust.
- Call for help — a worker rings out and an expert joins their POV.
- Show me — the worker walks the expert through what they're seeing.
- Watch — observe a live RTSP/IP-camera feed, subscribe-only.
- Huddle — a symmetric multi-party session from a chat room.
Live Assist In Practice
A practical scope check: what the app covers, which controls matter, and the workflows teams usually run first.
Core workflow
A worker taps "Get help" on a work object, an expert joins over live video, and the recorded, transcribed, AI-summarized session is attached back to the record.
Controls that matter
Configurable per tenant: who can start a session (any user, or managers and admins only) and whether managers are notified when a worker requests help.
Scope and specs
Useful specs: video runs on managed enterprise infrastructure or your own self-hosted server for data residency; session modes: 4 (call for help, show me, watch, huddle); work objects that can start a session: 9; billing: metered per participant-minute.
Field service fault fix
A technician on a stuck work order calls for help, an engineer sees the panel over POV video, and the recording plus AI summary land on the work order as its resolution trail.
Remote inspection witness
An inspector shows a finding to a remote reviewer; the session records as evidence on the inspection, with a transcript and key points attached.
Lone-worker escalation
A lone-worker alert opens a live video session to a responder, who sees the situation directly — consensual, recorded, and tied to the alert record.
Connected To The Rest Of MangoApps
→ Field Service
Technicians call a remote expert straight from the work order. The session records onto the order as part of its resolution history — no separate meeting log.
→ Inspections
An inspector shows a finding to a remote reviewer live; the recording and transcript attach to the inspection as evidence.
→ Safety Hub
An incident can open a live video session for first response; the recording and AI summary become part of the incident record and investigation.
→ Lone Worker
A lone-worker alert escalates to live video so a responder sees the situation directly — recorded against the alert, consensual only.
→ Asset Pro
Call a specialist on a specific asset; the session records against the asset so the next technician inherits the diagnostic trail.
→ Chat
Start a video huddle from any chat room or DM — a symmetric multi-party session that lives in the same identity and audit perimeter as the conversation.
Live Assist Screenshots
Real product screens from Live Assist workflows, pulled from the app screenshot gallery.
REPLACES POINT TOOLS
One remote-expert surface in place of a standalone video tool
Most teams reach for a separate AR-assist app or an ad-hoc video call when a worker needs help — a session that lives outside the work, with no record, no transcript, and its own login and audit trail. Live Assist puts the video inside the work object and records it back onto the record.
TeamViewer Assist AR
Remote AR assistance app
- The session launches from the actual work order or inspection and records back onto it — not a standalone AR call with no link to the record
- Same login and audit perimeter as Shifts, Field Service, and HR — no second app for the frontline to manage
- Whisper transcript and an LLM summary land on the work object automatically — not a recording you have to find and rewatch
Librestream Onsight
Industrial remote-expert platform
- Runs on an open, standards-based video stack, managed for you or self-hosted on your own server for data residency, with no proprietary appliance to buy
- Nine work objects can start a session through one shared mechanism, not a siloed video tool you integrate per use case
- Billed per participant-minute as pure usage — no per-seat platform license to negotiate
PTC Vuforia Chalk
Remote guidance with AR
- The expert sees POV video and a shared screen with subscribe-only observers, enforced in the session itself, not by trust-based roles
- The recording becomes evidence on the inspection or resolution on the work order — part of the record, not an export
- One identity, permission, and retention model across the whole platform — nothing extra for Security to certify
Zoom / Teams ad-hoc calls
General-purpose meeting tools
- Video is woven into the work record, not a meeting link pasted into a ticket that no one can find later
- Recording, transcription, and AI summary attach to the work object — not a cloud recording disconnected from the job
- Frontline workers tap "Get help" in the app they already use for shifts and pay — no separate meeting client to install
PLATFORM ADVANTAGE
Live Assist inherits everything else MangoApps already does
A standalone remote-video tool has to build, buy, or integrate each of these. Live Assist gets them for free because the platform already runs them.
Identity & SSO
Inherits your SAML/OIDC SSO, MFA, and SCIM provisioning. A worker starts a help session with the same login they used to clock in.
HRIS-synced rosters
Workers, experts, locations, and managers come from the live org chart — no separate video-tool user list to maintain.
Media library & retention
Recordings land as media items in the same library, under the same retention policy Legal and Compliance already govern.
AI transcription & summary
Transcription and AI summaries run on the same AI stack that powers the rest of the platform, with no separate transcription vendor.
Audit log & permissions
Every session, recording, and watch-feed consent entry lands in the same audit log and permission model as everything else.
Bring your own server
Run on managed enterprise infrastructure or connect your own self-hosted video server as a system integration, with outbound requests locked down for data-residency control.
INDUSTRY FIT
Built for the work where seeing it beats describing it
Live Assist fits any operation, but it earns its keep where a frontline worker, a remote expert, and an audit trail all need the same live picture of the job.
Manufacturing
A line technician calls an engineer over POV video on a fault; the recording and AI summary attach to the work order as the resolution trail.
Field Service
A field tech shows a remote specialist the equipment in real time — first-time fix rates rise, and the next visit inherits the recorded diagnostic.
Energy & Utilities
A remote expert witnesses a sign-off or a fault over live video, with a consent-logged watch feed and a complete audit chain for regulators.
Healthcare & Facilities
Maintenance and biomedical teams pull a specialist onto an asset by video; the session records against the asset and the location.
Logistics & Transportation
A driver or yard worker opens live video on an incident or lone-worker alert; a responder sees the situation directly and the session ties to the record.
Construction
An inspector shows a remote reviewer a jobsite finding live; the recording becomes evidence on the inspection, GPS- and record-bound.
WHY MANGOAPPS WINS
One platform beats a standalone video tool on every axis
The argument operations, IT, and finance all share — and the one a remote-video point tool structurally cannot answer.
Cheaper than the stack
Pure per-participant-minute usage with no per-seat license — replacing a standalone AR-assist subscription that bills whether or not anyone uses it.
More secure
One identity perimeter, one audit log, one retention policy across every session, plus your own self-hosted video server for data residency.
Easier to deploy
Already deployed if you have MangoApps. Turn the app on, connect a video provider, and start your first help session the same day.
Easier to use
Workers tap "Get help" inside the work order or inspection they already have open — no meeting link, no second app, no setup.
Recorded to the record
The session attaches to the originating work object with a transcript and AI summary — not a cloud recording disconnected from the job it documents.
Structurally observe-only
Observers are subscribe-only by design, enforced in the session itself, — and watch feeds are consent-logged, never covert capture.
Customer Success
How Customers Use It
Customer Case Studies
Video Case Studies
Customer Case Studies
Customer Case Studies
Video Case Studies
Customer Case Studies
At our head office within HR, marketing, and finance, we use ChatGPT quite a bit, and MangoApps AI Helper is a useful tool for us. As I go around to the stores, I’ve been showing them how the AI Intranet Helper can find things and answer plain language questions about our resources, and they’re quite excited about that.
Alison van Zijl
Head of Human Resources
Full House
Frequently Asked Questions
The video is woven into the work object, not bolted on beside it. A worker launches a session directly from a work order, inspection, or alert, and the recording, transcript, and AI summary are attached back onto that same record. With an ad-hoc call, the session lives outside the work — no link to the record, its own login, and a recording no one can find later.
LiveKit, the open WebRTC SFU. You can run on managed platform LiveKit Cloud, or bring your own self-hosted LiveKit server (configured via SystemIntegration, SSRF-guarded) for data residency. LiveKit is the only provider.
Every session is captured end-to-end through LiveKit Egress, stored to S3, and attached as a media item on the work object. The recording is transcribed with Whisper and run through an LLM that writes a summary, key points, and action items back onto the record — so a written trail lands automatically.
Call for help (a worker rings out and an expert joins their point-of-view camera), show me (the worker walks the expert through what they're seeing), watch (observe a live RTSP/IP-camera feed, subscribe-only), and huddle (a symmetric multi-party session started from a chat room). Observers are made subscribe-only structurally through asymmetric LiveKit token grants.
Nine work objects, through one polymorphic concern — Field Service work orders, inspections, incidents, lone-worker alerts, help requests, Asset Pro assets, locations, onboarding plans, and chat rooms. The session records back onto whichever record started it.
As pure usage, metered per participant-minute — no per-seat license and no floor. You pay for the video help you actually use.
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Since 2008, we've been building the employee platform for the frontline, earning the trust of 2 million+ users and an NPS of 78.
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- Exceptional UX: Delightful on mobile and desktop.
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