Live Assist FAQ
Answers to common setup and operating questions about Live Assist.
For what the app is and how to set it up from scratch, see the
Live Assist Overview.
Setup
Do I need to configure anything besides enabling the app?
Yes. Three things must be in place before anyone can start a session:
- The Live Assist app must be enabled for your business (Admin → Apps Marketplace).
- A LiveKit video provider must be configured (Admin → Integrations). If your organization uses the platform-managed LiveKit account, this is already done.
- Each consuming app must turn on its own toggle — the launch button does not appear until the consuming app opts in. Field Service Suite, Inspections, and Chat each have a toggle in their own Settings page. Lone Worker has a separate toggle for automatic SOS video.
The consuming-app toggle is the step most often missed.
Which consuming apps have their own Live Assist toggle?
Four apps have an explicit toggle, all defaulting to Off:
- Field Service Suite → Settings: “Enable Live Assist (remote video help)”
- Inspections → Settings: “Enable Live Assist (remote video inspection)”
- Chat → Settings: “Video huddles (Live Assist)”
- Lone Worker → Settings: “Open Live Video to Responder on SOS Acknowledgement”
Safety Hub, Asset Pro, and Service Desk show the launch button whenever the Live Assist app is enabled and a provider is configured, with no per-app toggle to manage.
How do I test that the video connection works?
Go to Apps → Live Assist → Settings and run Start test session. You can invite a teammate to verify the join flow end-to-end. You cannot invite yourself — pick someone else. Test sessions are tagged internally and do not appear as real work sessions.
Permissions and access
Who can start a session, and how do I restrict it?
The Who can start a Live Assist session? setting on the Live Assist Settings page controls this. The default is Any employee. Setting it to Managers & admins only hides the launch button from frontline workers and refuses the request server-side.
Watch mode (observing a site feed) is always restricted to admins and Live Assist app admins, regardless of this setting. Lone Worker SOS sessions are system-initiated and bypass this setting entirely.
What can managers see that regular employees cannot?
- All employees see sessions they started or were invited to.
- Managers (and above) see all sessions across the organization. They can join any session and access the Monitoring wall.
- Admins and Live Assist app admins see everything managers see, plus the Site feeds, Analytics, and Settings tabs.
Who can end a session for everyone?
Only the session host, a manager or admin, or a Live Assist app admin. A regular participant can leave the session but cannot end it for others.
Day-to-day
How does recording work, and is it on by default?
Recording is off by default on every session. A participant starts and stops it manually from within the room. When a recording finishes, it is attached to the work object as evidence, transcribed, and summarized by AI.
Two exceptions:
- Chat huddles with AI huddle summaries enabled (in Chat → Settings) are recorded automatically. A consent notice is posted to the room.
- Watch-mode site feeds must have recording explicitly enabled per feed before anyone can record them.
Can I take a snapshot during a session?
Yes. Any participant in a live session can capture a frame. Snapshots must be PNG or JPEG and no larger than 10 MB. The snapshot is saved as photo evidence on the work object the session is attached to.
How do site-feed schedules work?
When you enable a schedule on a feed, the manual on/off-air toggle is replaced by an automatic window. You set the days of the week, a start and end time, and a timezone. The feed goes on air and off air on that schedule. Overnight windows (e.g. 22:00–06:00) are supported — the window is evaluated against the start day.
A background sweep runs every 5 minutes to reconcile scheduled transitions and RTSP camera state. If the feed’s timezone is not set, it falls back to the location’s timezone, then the platform default.
What happens when a Lone Worker SOS triggers live video?
When the Lone Worker toggle Open Live Video to Responder on SOS Acknowledgement is on, a session opens automatically the moment a responder acknowledges the SOS. The responder joins with the worker’s last-known location visible in the room. The recording attaches to the alert as evidence. This is opt-in per tenant and requires the Live Assist app to be enabled.
What is the consent ledger on a site feed?
Every lifecycle event on a site feed — registration, on-air/off-air, observe start/end, token rotation, recording start/stop, device online/offline, and recording purges — is written to an append-only audit trail. Rows cannot be edited or deleted. You can filter by event type and date range, and export to CSV (newest 10,000 rows per export). This log answers “who watched which site, when, and for how long.”
When something looks wrong
Why don’t my workers see the “Get help” button?
Check these in order:
- Is the Live Assist app enabled? Admin → Apps Marketplace → Live Assist.
- Is a LiveKit provider configured? Admin → Integrations. The Live Assist overview page shows a warning if no provider is found.
- Is the consuming app’s own toggle on? Field Service Suite, Inspections, and Chat each have a separate toggle in their own Settings — all default to Off.
- Is the “Who can start” setting restricting them? If set to Managers & admins only, frontline workers will not see the button.
I can’t observe a site feed — nothing happens when I click Observe.
The feed must be actively broadcasting before you can observe it. A feed broadcasts only when it is both on air and its source is live — a browser device that is connected, or an RTSP camera whose stream has been created. If the feed is off air, or its device is offline, the Observe button is disabled. Check the feed’s detail page for its current status.
A site feed’s device went offline and nobody noticed.
The background sweep detects online-to-offline transitions and sends a notification to admins and Live Assist app admins when a previously connected device stops reporting. If the feed was supposed to be on air at the time, the alert is treated as higher priority. A device that has never connected does not trigger an alert.
My recording says “processing” and never finishes — where is it?
After you stop recording (or end the session), the recording status moves to “processing” while the video file is ingested, transcribed, and summarized. This normally takes a few minutes. If it stays in “processing” indefinitely, the video provider may not have delivered the finished file. Check that your LiveKit integration is healthy under Admin → Integrations.
Licensing and limits
Does Live Assist require a licence?
No. Live Assist is pay-as-you-go. There is no license to purchase and no monthly minimum. An admin enables the app, and usage is billed per participant minute.
How is usage billed?
Each connected person’s time in a session is rounded up to the nearest minute and summed. The unit is a participant minute — a 10-minute session with 2 participants is 20 participant minutes. The rate is a flat $0.02 per participant minute, billed monthly, with no tiers and no included free quantity. Recording transcription and AI summaries draw from your shared AI credit pool, not the per-minute video meter.
Are there limits I should know about?
| What | Limit |
|---|---|
| Feed name length | 100 characters |
| In-call snapshot size | 10 MB (PNG or JPEG) |
| Analytics date range | 1–365 days (default 30) |
| Session CSV export | Newest 10,000 rows per export |
| Feed audit-log CSV export | Newest 10,000 rows per export |
| Invitees per session routing | Up to 50 recipients |
| Manager notification fan-out | Up to 50 managers |
| External / guest participants | Not supported — sessions are tenant-scoped |
More help
- Live Assist Overview
- Ask AI — the assistant answers Live Assist questions from these articles.