iPhone. The Thread in a pocket. Messages, the live view, and what they tried stay with the work.
Product
Experts, field teams, and customers in one Help Thread.
Help Lightning brings experts, field teams, and customers into one Help Thread — live video, chat, Procedures, and AI-powered tools — to solve physical problems together and keep a record of how it was done.
Live Video Guidance
Video sessions designed for fixing problems.
Video sessions enable real-time, interactive support using Merged Reality to overlay hands, tools, annotations, images, or curated instructions.
Built for support
Purpose-built for support; it fits into your field service workflows.
Simple controls
Simple but powerful controls allow agents, technicians, and customers to collaborate.
Feature-rich
Live annotations, Merged Reality overlays, freeze-frame, zoom, and recording — everything you need in the video session to provide remote guidance.
- Quick ConnectStart a call instantly through a link with no app download required.
- FreezePause the video stream to capture a high-resolution image.
- ZoomTake a closer look at fine details.
- AnnotationDraw directly on the screen to avoid miscommunication.
- Screen SharingShare mobile device screens or desktop applications.
- Merged RealityOverlay the remote expert's hands directly into the live video feed, as if you are working side by side.
- Recording and Screen CaptureRecord sessions, capture images, and save them to the call record to view later.
- Live Captions with TranslationRead the conversation in real time, and translate it into your own language.
Help Threads
One connected thread from first contact to resolution.
Chat, video, and guided procedures stay in one secure channel between customers, technicians, and support teams.
One place to collaborate
Help Threads can be used by internal teams to collaborate with the right experts at the right time, or with customers outside your organization to chat, share images, videos, and documentation with no app download required.
One professional channel
Teams often patch together consumer-grade tools to solve problems remotely. Help Threads bring that work into one professional interface, governed by the enterprise.
Clear reporting
Help Threads track outcomes so organizations can visualize and report on support metrics in real time, and measure how much the team uses it, who adopts it, and what it returns.
- ChatMessage in real time. Conversations stay with the job, not buried in a text thread.
- Start a callMove between chat and video calls until the issue is resolved.
- Share photos, videos, and filesAttach photos, videos, and files directly to the thread.
- Annotate on photosDraw directly on shared photos to point out exactly what needs attention.
- TranslatorRead and reply in your own language, with messages translated automatically.
- ParticipantsAdd internal experts, partners, or customers as the job evolves.
- Export contentDownload thread messages, media, and notes into a shareable record.
- Track outcomesCustom fields allow reporting on your own key measures.
Procedures
Turn expert knowledge into guided work anyone can follow.
Step-by-step work instructions anyone in the field can perform, on any device. Procedures turn paper checklists and team knowledge into a guided digital experience that captures photos, videos, signatures, and structured data at every step.
Consistent execution
Everyone using a procedure follows the same proven steps in the same order.
Documented results
Every step, photo, video, and reading is captured as the work happens.
Captured expertise
The knowledge that used to live in one expert's head gets written into a Procedure once and reused.
- Step-by-step digital work instructionsReplace paper checklists with interactive guides anyone on your team can follow, on any device.
- Built-in escalation to a live expertUsers can add participants for additional help during a procedure.
- Photo, video, and signature captureEvery step can require proof of work, automatically timestamped and attached to the record.
- Real-time visibilityExperts and admins can watch progress as it happens and collaborate as needed.
- Version historyEvery update is tracked, so field teams are never working from an outdated procedure.
- Automatic reportingCompleted procedures generate a shareable report.
Thread Tools
Get it right the first time. Tools that summarize conversations, analyze photos, review documents, find answers, draft Procedures, and turn Help Threads into reusable knowledge.
Nothing is used until a person reviews it.
Analyze photo. Point a camera at a nameplate or a damaged part and pull the model number, serial number, and any visible safety notices. The results go to the expert first, who chooses whether to share them.
Analyze document. Skims a PDF manual and surfaces the summary, the step-by-step procedure, and the parts you need.
Summarize thread. Recaps the whole conversation: chat, files, and calls.
Summarize transcript. Turns a call recording into key topics, discussion highlights, and next steps.
Thread Insights. After a Thread closes, identifies the symptom, the steps taken, and the fix that worked. A person reviews and approves it before it is reused.
Generate procedure. Writes a first draft of a new procedure from an existing PDF, or from scratch.
Self-help. Answers questions from your own knowledge base, manuals, SOPs, and guides, with citations back to the source.
Value Analytics
See what the support work is worth.
Collect and visualize your support and resolution metrics, and translate them to cost reduction, revenue, or environmental impact.
Help Lightning works on the devices and apps your team already uses.
Desktop, phone, tablet, and the browser — and the wrist, if they want it there.
Desktop. The full Help Lightning experience. Both web and macOS native.
Tablet. Room for the live view, the Procedure, and the people on the Thread.
Wrist. See who needs you, and join the Thread from the Apple Watch.
Android. A native app. The Thread, the live view, and the work, on the phone they already carry.
Browser, on a desk. The whole app runs in the browser on Windows or Mac. Edge, Chrome, Safari, or Firefox.
Browser, on a phone. Join from a link on the phone they already have. They do not have to download an app.
Integrations
Help Lightning connects to the CRM, field service, and collaboration systems your team already uses.
Teams
Dynamics 365
SharePoint
iPhone Duo
iPhone Duo turns Help Lightning into a pocket phone for the technician on the move and a two-pane work surface when the hinge opens.
Folded. The Help Threads list.
Partway. Steps on the left, this step on the right.
Open. The same Procedure, wider.
Vision Pro
Apple Vision Pro turns Help Lightning into a hands-free view for the technician and a wide control surface for the remote expert.
In view. Experts have the Thread, live video, photos, and documentation all within view.
Merged Reality. By placing their hands in front of the Vision Pro, experts can guide the other user by reaching into the video, like working side by side.
Measure. Works with Vision Pro accessories like the Logitech Muse to capture precise measurements.
Let's Talk.
We will show you how Help Lightning fits into your existing workflow.