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Use live assist

Live Assist helps teams observe or assist active user sessions in real time.

Typical Use Cases​

  • Guided troubleshooting for high-friction flows
  • Escalations from support chat to real-time session assistance
  • Rapid triage during incident windows

Suggested Operating Procedure​

  1. Verify user consent and internal policy requirements.
  2. Open Session Replay → Live Assist.
  3. Locate active session or user context.
  4. Join the live view and guide the user to the next action.
  5. Document outcome in conversation notes.

Guardrails​

  • Grant Live Assist only to trained roles.
  • Avoid sharing sensitive values in live guidance.
  • End sessions immediately if access scope is unclear.

Handoff Back To Async Support​

After the live interaction:

  1. Summarize root cause.
  2. Add next steps for customer.
  3. Resolve or route conversation as needed.

Warning: Live assist access should be auditable and permission-scoped. Do not grant broad access by default.

📷 Image (optional): Live Assist Session View
Why: Helps teams understand the UI anatomy during a real-time assisted session.
File: docs/images/live-assist-session-view.png
AI prompt: "Clean documentation screenshot of OXVO Sessions Live Assist interface, showing active session panel, user metadata, timeline, and action controls, modern SaaS UI with neutral grays and primary accent, synthetic account names only, no personal data, 1600x1000, high readability."

Next Steps​