Live Assist App Overview
Real-time video, screen-share, and point-of-view remote-expert sessions woven directly into your 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.
What is the Live Assist App?
Live Assist puts remote video help exactly where the work happens — not in a separate meeting app. A frontline worker stuck on a fault taps “Get help” from a work order, an inspection, or a lone-worker alert; a remote expert joins over live video to see their point-of-view (POV) camera or shared screen and guides 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.
It is distinct from Livestreaming (one-to-many company broadcasts like town halls) and from Zoom-style scheduled meetings. Live Assist is interactive, asymmetric, and work-embedded: the worker shares POV, the expert directs.
Core Value Proposition:
- 🎥 See what I see — The field worker shares their phone-camera POV or screen; the remote expert directs.
- 🧷 Woven into work — Every session is stapled to its work order / inspection / shift and recorded against the record.
- 🛰️ Remote inspections — An observer-led camera walkthrough replaces a site visit.
- 🏗️ Open infrastructure — Built on the open LiveKit WebRTC stack: managed by default, or bring your own server for data residency.
At a Glance
| 🎥 Modes | 📱 Mobile-first | 🔐 Provider | 🧾 Recording |
|---|---|---|---|
| Call for help · Show me · Watch · Huddle | POV / camera-first | Managed or self-hosted LiveKit | Captured against the record (by Wave) |
Perfect For:
- 🛠️ Field technicians — Pull a senior expert onto a live POV video when a fault is unfamiliar.
- 🔎 Remote QA auditors — Inspect a site over video instead of travelling to it.
- 🧑🏫 Trainers and new hires — Coach through a task while the new hire shares their POV.
Session Modes
Live Assist supports four asymmetric modes, each launched from a consuming app’s context:
- Call for help — A worker requests an expert. Managers (and any app-named recipient) are notified and can join.
- Show me — A remote inspector/auditor directs the on-site camera through a checklist (remote inspection).
- Watch — Supervisors observe a fixed, consented site feed (a capture device at a location). Observers are subscribe-only — they can never broadcast into a site feed.
- Huddle — A quick video huddle pinned to a work object (e.g. a shift handover).
Who Can Start a Session
Admins control initiation under Live Assist → Settings:
- Who can start a Live Assist session? — Any employee, or managers & admins only.
- Notify managers when a worker requests help — When on, a help request pings the business’s managers. (Lone Worker SOS escalation always uses its own responder roster regardless of this setting.)
Help requests also land in the global Inbox as actionable items and push to deskless responders, so the “Join” action reaches people wherever they work.
Watch Feeds (Site Cameras)
For the Watch mode, admins register fixed capture devices under Live Assist → Site feeds:
- Register a feed for a location.
- Copy the feed’s capture URL onto the device’s browser (a wall-mounted tablet, a Chromium kiosk).
- The device publishes; supervisors observe (subscribe-only).
- Rotate the token, toggle the feed on-air, or deactivate it at any time.
Watch is consensual and admin-only — both registering a feed and observing one require admin rights. There is no covert or always-on employee monitoring.
Monitoring & Analytics
- Monitoring wall (admins) — Live and recent sessions across the business, with join links. Only consensually-started sessions appear.
- Analytics (admins) — Session volume over time, split by mode and consuming app, average duration, and recording counts. Export to CSV.
Setup
- Configure a video provider. Add a LiveKit meeting provider under Admin → Integrations (managed LiveKit Cloud, or your own self-hosted server for data residency).
- Enable Live Assist for your business from the Apps Marketplace.
- Turn it on per consuming app. In each app’s settings (e.g. Field Service → Settings → Live Assist), enable the in-context “Get help” / “Live inspection” button.
- Load sample data (Settings → Sample data) to explore the app and its analytics, then clear it.
Mobile
Live Assist is mobile-first by design. The in-context “Get help” launch button and the WebRTC video room are fully responsive and work natively on a phone. The Live Assist app home is also available at /m/apps/live-assist for a native-feeling landing.
Frequently Asked Questions
How is this different from Zoom or our Livestreaming app?
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.
Do we need our own video infrastructure?
No. Live Assist runs on managed LiveKit Cloud by default. Enterprise tenants can bring their own (cloud or self-hosted in-VPC) LiveKit under Admin → Integrations for data residency.
Is video monitoring of employees allowed?
No. Live Assist is consensual and work-context only — a worker invites help, an auditor is granted a session, a site feed is explicitly registered and consented. There is no covert or always-on monitoring.