"Live Assist and Live Agent"

Live Assist and Live Agent are two names you will meet for one MyWatchtower service. This article defines both — it is the one place the pair is defined.

One Service, Two Names

• Live Assist is the service itself — what a community elects on its Order Form with JEKA: *a live person, in a remote capacity, processing visitor-initiated entries per the community's configured rules.*
• Live Agent is how that person and the feature appear in the MyWatchtower apps: the help option at entry kiosks, its per-gate routing, and its service hours.

Electing Live Assist

Communities elect Live Assist on their Order Form — either full coverage (all hours) or partial coverage during elected hours per day. Coverage hours are a community-level Platform setting; changes are subject to JEKA's agreement.

Live Agent at the Gate

Live Agent is for communities with Unstaffed Gates. Most visitors complete entry on their own with a QR code, a kiosk PIN, or a Directory call to the resident they are visiting. Live Agent adds the human fallback for when self-service is not enough — for example, a delivery driver who was not pre-registered, or a visitor whose call to a resident goes unanswered.

• Step 1: A visitor at the kiosk cannot complete entry on their own.
• Step 2: The visitor's request is routed to an on-call agent. Routing is configured per gate, so different Access Points can direct help differently.
• Step 3: The agent connects over a voice or video call from the kiosk, verifies who the visitor is there to see, and processes the entry — granted or denied — per the community's configured rules. The result is recorded like any other entry.

Live Agent operates during the community's elected service hours. The JEKA team manages agent scheduling, active calls, and call history internally.

What Your Community Configures

Live Assist is enabled per community as part of the community's agreement with JEKA (the Order Form election). Live Agent builds on the Unstaffed Gates setup — kiosks, the resident Directory, and per-gate help options — so the kiosk experience stays the same for visitors whether a resident or an agent answers.

What It Is Not

Live Assist is entry assistance only. Agents handle visitor-initiated requests from the kiosk; they process entries and nothing more.

Need Help?

For questions about your community's election or coverage hours, contact your community manager or management office, use the Contact Support form in the app, or write to support@jekasoftware.com.