Remote Expert Guidance

Help Threads

Field Service

A technician is at the job site with a unit that will not clear. The team chats in the Help Thread, takes the photos, pulls the manual, and gets an expert on a live session. When the Thread closes, the work is the record.

Learn more

Help Threads and Procedures

Manufacturing

A production line will not wait for a specialist to fly in. An expert sees the station through the live view. The annotations, and the Procedure that worked, stay in the Thread so second shift does not invent the fix again.

Learn more

Fast Video Guidance and Help Threads

Call Centers

The caller is already on the phone in your call center software. The agent sends a Help Lightning link. The caller clicks it, the live view opens, and the phone call stays up. Help Lightning starts while the conversation continues.

Learn more

Procedures

Inspections

Open the Procedure on this asset. Capture a photo or a video of the step, record the reading, and sign off. If a check will not close and the specialist is not at the job site, they join a live session. The completed Procedure stays in the Help Thread.

Learn more

Take a Closer Look

A live view of the equipment during a live session, with manuals open beside it.

A Procedure open in a Help Thread: lock out, photograph the seal, remove the kit.

A Read of an equipment plate: manufacturer, model, and serial pulled from the photo.

A Help Thread with messages in English and Chinese, and translation on in the details pane.

A technician works from a tablet while Merged Reality puts the expert’s hands on the equipment.

A Help Thread for a pump seal: messages, photos, and the work that stayed.

Live view. Point the camera at the equipment so the expert can guide the work in context — annotate, zoom, freeze, take a screen capture, or record video. Learn more about Live view.
Procedures. The next person runs the same steps, with proof, instead of inventing the job again. Thread Tools can draft one quickly from your manuals. Learn more about Procedures.
Thread Tools. Recap, Read, and Thread Insights work inside the Thread. All of them use AI. Learn more about Thread Tools.
Translator. People in the Thread can follow the conversation and the work in their own language. Learn more about Translator.
Merged Reality. When an annotation is not enough, the expert puts their hands into the live view. Learn more about Merged Reality.
Help Threads. When the live session ends, the Thread saves what happened. Learn more about Help Threads.

See the product

Thread Tools

Recap what happened, read a photo or a page, and draft what worked — still inside the Help Thread.

Thread Tools use AI to recap, read, and retrieve. The expert reviews and edits what they produce.

A Recap in the Thread details: what failed, what was shared, and where the work landed.

A Read of an Ecolab plate from the photo: manufacturer, model, and serial.

Approved Insights from closed Threads: the symptom, the fix, and who reviewed it.

Draft Procedure from a manual: Install Inductive Probe, five steps, generated from the Apex 2 PDF.

Ask Manuals during a live view: an answer with cited manuals and prior Insights, ready to send to the Thread.

Ask the Thread on new work: How can I help, a photo of the unit, and the first reply.

Recap. A short account of what happened — who did what, what was tried, where it landed.
Read. What’s in this photo or this page: the plate, the error code, the schematic, the damage.
Thread Insights. From a closed Thread, Thread Tools use AI to draft an Insight with the symptom, the steps, and the fix that worked. Your team reviews and approves it, so the next person facing the same problem can start from what already worked.
Draft Procedure. Your manuals and other documents, written quickly as a Procedure the next person can follow.
Ask Manuals. An answer from your manuals where they already live — SharePoint, Google Docs, and the rest — with sources cited. Your document repositories stay the source of truth.
Ask the Thread. Start from what the team already knows — approved Insights and manuals — before anyone joins.