Live Assist
Real-time video, screen-share and POV remote-expert calls woven into work objects — a field worker taps "Get help" on a work order and a remote expert sees what they see and guides them live, with the call kept against the record and recordable on demand. Built on a WebRTC SFU (LiveKit).
Overview
Most remote-assist video tools are single-purpose: point a camera, talk to an expert, and the recording lives in that tool. Live Assist is instead a call that starts from records already in OneMango — a work order, an inspection, a safety incident, an asset, a chat room, a service-desk ticket, an onboarding plan — and stays attached to that exact record. Record a call and its recording, transcript and AI summary are kept with it, and the summary shows on the record's own Live Assist card; a chat huddle's summary is posted into the room.
That same wiring produces one behavior a stand-alone video app can't: when a lone worker's alert is acknowledged, Live Assist can open on its own, with the responder pre-authorized and the worker's last known location already on screen — no one has to remember to start a call.
It runs on an open WebRTC stack (LiveKit), managed by MangoApps or self-hosted for data residency. An admin turns the app on and publishes it to their people, and each app's own Live Assist switch decides whether its button appears — off until turned on in Field Service Suite, Inspections, Chat and Lone Worker, on until turned off in Safety Hub, Asset Pro, Service Desk and Onboarding Hub.
A second mode inverts the camera. Site feeds register a fixed tablet, kiosk or IP camera at a location, publish it into a long-lived room, and let a supervisor observe the site from the monitoring wall without anyone on site joining a call. A tablet or kiosk capture point shows an on-air notice on its own screen while it is live; an IP camera has no screen, so on-site signage there is yours to post. Every registration, on-air window, observation and recording purge is written to an append-only log an admin can filter and export — so the question auditors actually ask, who watched which site and when, has a written answer.
A frontline worker taps for help and a remote expert joins over live video to see their phone-camera POV or shared screen and guide the fix, with site monitoring feeds and a consent ledger.
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 call to the record's own people (work-order technician, inspector, chat-room members), then to a group you choose — or every manager and admin
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An acknowledged Lone Worker alert opens live video — the acknowledging responder joins with the worker's last-known location in view
Session modes & in-call control
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Live video / remote inspection (the remote colleague 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 Registering a feed is admin / app-admin only. Who may WATCH one is yours to set — admins by default, or delegate it to a group (shift supervisors, a security desk, EHS) without making them admins.
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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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The host, or someone you've given oversight of all calls, can end a call 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 Browser/tablet capture points only — they draw the indicator on their own screen. A fixed IP camera has no screen, so on-site signage there is yours to post; the app flags every IP-camera feed as having no on-site indicator.
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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 call recording Opt-in — a call is recorded only when someone presses Record (chat huddles record automatically when Chat's AI huddle summaries are on); feeds must be explicitly opted in to record
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Recording saved as evidence on the record On work orders, inspections, incidents, assets and Lone Worker alerts; on the call's own page for the rest
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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 on the call's details page
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AI summary surfaced on the record (work order, inspection, incident, asset, ticket, onboarding plan, Lone Worker alert) The summary appears on the record as a read-only Live Assist card, shown to the people who can open that call — it is not written into a finding or a note. Only Chat writes it into the record: a huddle summary is posted into the room.
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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 kind of call, and by 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 opt-in, with a per-app switch in every app that shows a Live Assist button Off until turned on in Field Service Suite, Inspections, Chat and Lone Worker; on until turned off in Safety Hub, Asset Pro, Service Desk and Onboarding Hub.
Limits & Specs
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Pricing: 2 platform credits per participant minute ($0.02 at list price), pay-as-you-go — no license, no monthly floor
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Billable unit: Participant minute — every connected person's time in a call added up, then rounded up to the next minute once per call
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Recording / AI billing: Draws the shared AI credit pool, not the per-minute video meter
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Call kinds: Help call, Live video, Huddle, Site feed, Remote support
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Video provider: LiveKit only (managed or self-hosted)
Screenshots
Use cases
Resources
FAQ
Town Halls is one-to-many broadcast, such as all-hands and leadership Q&A. Zoom is scheduled peer meetings. Live Assist is interactive, asymmetric, work-embedded video — launched from a work object, mobile/POV-first, and kept 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.
A button is embedded in seven places: Get help on Field Service work orders and Asset Pro assets, Live inspection on Inspections, Live video on Safety Hub incidents, Start huddle (Live Assist) in Chat rooms and DMs, Remote support on Service Desk tickets, and Welcome huddle on Onboarding plans. Lone Worker alerts get Live Assist a different way — automatically, when an alert is acknowledged, with no button to click (see below). Every call stays attached to the record it was started from; when someone records it, the recording and AI summary are kept with it and the summary shows on that record's Live Assist card.
From the record they're working on — a "Get help" button on a Field Service work order, "Live inspection" on an inspection, "Start huddle (Live Assist)" in a chat room. An admin enables Live Assist and publishes it to their people; each app also has its own Live Assist switch — off until turned on in Field Service Suite, Inspections, Chat and Lone Worker, on until turned off in Safety Hub, Asset Pro, Service Desk and Onboarding Hub. Who can start a call follows a "who can start a session" setting (any employee, or managers and admins only). Site feeds are separate: registering one is always admin/app-admin only, while who may watch one is its own setting — admins by default, or a group you nominate.
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 a feed is admin-only — it hands out a permanent publish credential for a workplace camera. Who may WATCH one is a separate, tenant-configurable setting: admins by default, or delegate it to a group (shift supervisors, a security desk, EHS leads) without granting them admin, feed registration or the microphone switch. Reading the audit ledger is a third setting again, so a works council or an auditor can hold the record without holding the camera. Observers are subscribe-only (they can't broadcast into a site), a feed publishes only inside its on-air window — switched on by an admin or by a schedule you set — and every observation is written to a consent/audit ledger you can export to CSV. On-air disclosure depends on the capture point: a browser tablet shows an on-air indicator on its own screen, while a fixed IP camera has no screen and can show nothing, so signage at that location is yours to post — the app marks every IP-camera feed as having no on-site indicator. There is no covert capture of individual employees.
Only when someone presses Record — recording is opt-in on every call (a chat huddle records automatically when Chat's AI huddle summaries are on, with a notice in the room). The recording is saved with the call and, on a work order, inspection, incident, asset or Lone Worker alert, as evidence on that record too. It is then transcribed and summarized by AI; the summary shows on the call's details page and on the record's Live Assist card, and a chat huddle's summary is posted into the room. Site feeds support a per-feed retention window with automatic purge of expired recordings, or you can keep them indefinitely.
Yes — for any Lone Worker alert, not only an SOS — when Lone Worker's "Open a live video channel to the responder when an alert is acknowledged" setting is on. When a responder acknowledges the alert, a call opens automatically and the responder joins with the worker's last-known location in view; if the call is recorded, the recording attaches to the alert as evidence. It's off by default 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.
