Live Assist
Real-time video, screen-share and POV remote-expert sessions woven into work objects — a field worker taps "Get help" on a work order and a remote expert sees what they see, guides them live, and the session is recorded against the record. Built on a WebRTC SFU (LiveKit).
MangoApps
Overview
Live Assist puts real-time video help exactly where the work happens — not in a separate meeting app. A frontline worker stuck on a fault taps "Get help" from the work order, an inspection, or a lone-worker alert, and a remote expert joins over live video to see their point-of-view camera or shared screen and guide them through the fix. Because every session is launched from a work object and recorded against it, the video becomes part of the record — an inspection's evidence, a work order's resolution, an incident's response — not a file lost in a meeting tool. Sessions are asymmetric and mobile-first: the worker shares POV, the expert directs. Recordings are captured to your media library, transcribed, and summarized by AI so a written record lands on the work object automatically. An admin monitoring wall shows live and recent sessions across the organization — consensual only, never covert capture. Built on the open LiveKit WebRTC stack: managed by MangoApps by default, or bring your own LiveKit for data residency. Turn it on per app, per tenant.
Highlights
Capabilities
Work-embedded video sessions
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1:1 "see what I see" remote-expert assist (phone-camera POV + screen share)
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Launched in-context from a work object via a shared "Get help" launcher
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Runs inside Field Service, Inspections, Safety Hub, Asset Pro, Chat, Service Desk, Onboarding & Lone Worker
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Browser-native join — no app install, no encoder
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Auto-routes the session to the right responder (ticket assignee, work-order tech) with a manager fallback ring
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Lone Worker SOS auto-escalates to live video — the acknowledging responder joins with the worker's last-known location in view
Session modes & in-call control
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Show me / remote inspection (observer directs the camera)
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Video huddle started from a chat room or DM
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Watch mode — observe a registered site feed Admin / app-admin only, both to register a feed and to observe one
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Invite another teammate into a live session
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In-call snapshot filed as photo evidence on the work object
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Host or manager can end the session for everyone
Watch mode — site capture feeds
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Register a location-bound capture device (kiosk / tablet / Pi)
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Browser capture page with token auth + heartbeat (online / offline)
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IP-camera feed via RTSP — a fixed camera at the location publishes
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Scheduled on-air windows (weekday + time-of-day, incl. overnight)
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On-air indicator shown at the capture site whenever a feed is live
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Per-feed audio capture toggle — video-only by default
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Subscribe-only observers — a supervisor can never broadcast into a site feed
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Consent / audit ledger of who observed which feed and when, plus one-click token rotation
Recording, evidence & AI write-back
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One-click session recording (LiveKit Egress → your media library) Off by default on every session; feeds must be explicitly opted in to record
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Recording ingested as evidence on the session's work object
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Whisper transcription of the recording Draws your shared AI credit pool, not the per-minute video meter
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AI summary (RubyLLM) written to the session record
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AI summary mirrored onto the work object (inspection finding, work-order note) When the consuming app opts in via apply_live_assist_summary
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Configurable recording retention per feed, with automatic purge Set a per-feed retention window, or keep indefinitely
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Post-session record page — AI summary, transcript, recording playback & participant roster in one place
Admin, monitoring & analytics
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Monitoring wall of live-now + recent sessions with one-click join Managers and admins only
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Usage analytics: volume by day, by mode, and by consuming app
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Average session duration + recorded-session count
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CSV export of sessions and per-feed audit logs
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"Who can start a session" setting (any user / managers & admins)
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Read-only session API for native mobile apps
Infrastructure & security
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Managed by MangoApps by default, or bring-your-own / self-hosted LiveKit for data residency Configured under Admin → Integrations
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Tenant-namespaced rooms + server-minted, short-lived join tokens
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Per-tenant, per-consuming-app opt-in (each app has its own live_assist_enabled toggle)
Limits & Specs
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Pricing: $0.02 per participant minute, pay-as-you-go — no license, no monthly floor
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Billable unit: Participant minute — each connected person's time, rounded up to the minute and summed per session
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Recording / AI billing: Draws the shared AI credit pool, not the per-minute video meter
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Session modes: Call for help, Show me, Watch, Huddle
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Video provider: LiveKit only (managed or self-hosted)
Screenshots
Use cases
Resources
FAQ
Livestreaming is one-to-many broadcast (town halls). Zoom is scheduled peer meetings. Live Assist is interactive, asymmetric, work-embedded video — launched from a work object, mobile/POV-first, and recorded against the record — for frontline remote help, inspections, and site observation.
They solve different problems. Live Translate is push-to-talk, turn-based speech-to-speech interpretation for a bilingual conversation on one shared phone — no video. Live Assist is live video help: a remote expert sees the worker's phone-camera POV or screen and guides the fix, launched from a work object. Use Live Translate to bridge a language gap in person; use Live Assist to bring a remote expert's eyes onto the job.
The launcher is embedded in eight surfaces via a shared "Get help" button: Field Service work orders, Inspections, Safety Hub incidents, Asset Pro assets, Chat rooms/DMs (as a huddle), Service Desk help requests, Onboarding plans, and Lone Worker alerts. The set is an explicit server-side allowlist (PERMITTED_SESSIONABLES) — a session is always stapled to the record it was started from, so its recording, transcript, and AI summary land back on that object.
Each consuming app surfaces it in context — in Field Service, a "Get help" button on the work order; in Inspections, a live-inspection button; in Chat, a huddle. Turn it on per app under that app's settings; the Live Assist app must be enabled and a LiveKit provider configured for the button to appear. Who can start work-initiated sessions follows a "who can start a session" setting (any user, or managers and admins only); starting a watch-mode site feed is always admin/app-admin only.
Managed by default. Live Assist runs on MangoApps' managed video infrastructure (built on LiveKit), so there is nothing for you to stand up or operate. Tenants that need data residency can bring their own — or self-host LiveKit — under Admin → Integrations. LiveKit is the only supported provider.
Watch mode observes a registered capture device at a location — a token-authed browser tablet or an RTSP/IP camera pulled in via LiveKit. Registering and observing feeds is admin-only, observers are subscribe-only (they can't broadcast into a site), an on-air indicator shows at the capture site whenever a feed is live, and every observation is written to a consent/audit ledger you can export to CSV. There is no covert or always-on capture of individual employees.
Recording is off by default on every session and must be explicitly started. When it's on, LiveKit Egress writes the recording into your media library, ingests it as evidence on the session's work object, and (if enabled) transcribes it with Whisper and writes an AI summary onto both the session and the work object. Watch feeds support a per-feed retention window with automatic purge of expired recordings, or you can keep them indefinitely.
Yes, when the Lone Worker app's live_assist_sos_video toggle is on. When an SOS/help alert is acknowledged, a session opens automatically and the responder joins with the worker's last-known location in view; the recording attaches to the alert as evidence. It's opt-in per tenant and requires the Live Assist app to be enabled.
No. Sessions are tenant-scoped and invitees are looked up within your business only, so you can pull another teammate into a live session mid-call but cannot invite an outside contractor or customer by email. Watch feeds and the monitoring wall are internal-only as well.
