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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.

Live Assist Session View

Next Steps​