Remote Expert Guidance

Help Lightning is a collaboration platform that connects experts, field teams, and customers to see and solve physical problems in real time.

Help Threads

Field Service

Every hour equipment is down costs money — or a customer's patience. Instead of waiting on a callback or flying someone in, the technician opens a Help Thread, connects with an expert, and shares exactly what they're seeing. Using live video and sharing photos in the chat, the problem gets solved on the spot. When the Thread is closed, it retains the full record of what happened, who was involved, and how it was fixed. That record feeds real-time field service metrics.

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Help Threads and Procedures

Manufacturing

Standing up a new line means engineers, equipment vendors, and factory floor teams all need to be looking at the same thing at the same time, often from different countries. Instead of scheduling flights or waiting on email chains, they open a Help Thread and work through it together live. The vendor points out a calibration step, the engineer confirms a spec, the floor team runs it. Everything stays in the Thread, so the next line doesn't start from zero.

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Live Video Guidance and Help Threads

Call Centers

Phone support is not enough to solve your customer's issue, and a truck roll is the only other option. Without leaving the call, the agent sends a Help Lightning link — no app, no download for the customer — and starts a video session in seconds. The agent sees exactly what the caller sees and walks them through the repair with annotations and Merged Reality. Help Lightning integrates with your existing call center platform and workflows.

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Procedures

Inspections

Not every job needs a live expert. A lot of work is the same steps, every time, and standardizing it shouldn't take a heavy process. Build a Procedure once, and anyone can follow it, even your customers. Users follow the Procedure and capture photos and videos, log a reading, or even add a signature along the way. Collaborate with an expert at any time during the Procedure if needed. Administrators can verify completed work and send reports to show the results. Nothing is lost.

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Take a Closer Look

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

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

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.

Live Video Guidance. Live video sessions allow experts to see exactly what the other user sees — guiding the work live: freezing a frame, zooming in, annotating on screen, capturing a photo or recording for the call record, and even reaching into the video using Help Lightning's patented Merged Reality. Discover Help Lightning's full suite of video call tools.
Help Threads. A Help Thread is one continuous, secure conversation that connects every support interaction — chat and live video, internal and external — in a single place, from the first request all the way to resolution. Nothing gets lost between channels, and nothing starts over. Learn more about Help Threads.
Procedures. Generate a Procedure straight from your existing manuals and SOPs, then let anyone follow it step by step. They can add photos, videos, readings, and sign-offs as proof of the work. Experts can join if someone gets stuck and needs assistance. Learn more about Procedures.
Thread Tools. Thread Tools use AI to help your team move faster and get it right the first time — pulling data off a nameplate, summarizing a manual, recapping a conversation, or drafting a procedure from scratch. Nothing gets used until a person reviews it. Learn more about Thread Tools.
Translator. In chat or on a call, everyone in the Thread follows along and works in their own language. Learn more about Translator.

See the product

Thread Tools

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.

An analysis of an equipment plate: manufacturer, model, and serial pulled from the photo.

An answer drawn from the manuals, with the source cited.

A thread summary: what failed, what was shared, and where the work landed.

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

Self-help on new work: a question, a photo of the unit, and the first reply.

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

Analyze photo. Take a photo of the equipment and identify the model number, serial number, and any visible defects. The captured information is reviewed and approved before being shared.
Analyze document. Ask a question and get an answer from your manuals and documentation, with citations.
Summarize thread. A short account of what happened during the help session: who was involved, what was tried, and how the issue was resolved. It generates key topics, discussion highlights, and next steps.
Generate procedure. Create repeatable procedures from your own documentation or SOPs for self-help, inspections, or expert-guided processes.
Self-help. Available to remote experts and technicians in the field. Self-help provides troubleshooting suggestions from your knowledge base.
Thread Insights. Threads become a searchable database of previous work, including the symptoms, possible solutions, and the fix that worked.