[Live Assist] Consent prompt and audit trail
Support, Sessions
Live Assist now includes explicit consent and an audit trail
Improvement
Live Assist is now consent-gated, permission-scoped, and auditable. Support teams can troubleshoot in real time while keeping access clear and compliant.
What's new
A consent prompt is required before any live view begins.
Join and leave actions are logged so access is auditable.
Role-based permissions control who can start or join Live Assist sessions.
Optional post-session note template helps standardize handoffs back to async support.
How it works
Agents request consent from the customer before joining the live session.
Once consent is granted, the agent can guide the customer through the next action.
After the session ends, document outcomes in the conversation (Summary, Root Cause, Next Owner, Deadline).
How to use
Open Session Replay and go to Live Assist.
Locate the active session and request consent.
Join, assist, then end the session and add notes to the conversation.
Availability
Requires Sessions Assist permission. Audit visibility depends on your role and admin configuration.