Live monitoring
Listen to a call as it happens, whisper instructions to the agent, or take the conversation over yourself.
Everything else in the product is after the fact — the transcript, the summary, the recording. Live monitoring is the one place you can act while the call is still going.
Telephony → Live MonitorWhat you can do
The page lists calls in progress, refreshing every few seconds: who's on the line, which direction, which agent, and how long it's been running. Press Monitor on any of them and a supervisor panel opens.
From there:
You join the call silently, microphone off. You hear both the caller and the agent. Live captions scroll alongside, including what was said before you joined.
Send a private instruction to the agent mid-call — "offer the Thursday slot", "don't quote a price". The caller doesn't hear it; the agent adjusts.
Your microphone goes live and the AI is muted. You're now on the call yourself.
Mute yourself again and let the agent resume the conversation.
When it earns its keep
- Training week. Listening to the first few days of live calls teaches you more about your agent than any amount of testing.
- High-value calls. A big enquiry comes in and you'd rather be in the room.
- Rescuing a call. You can hear it going wrong. Whisper a correction, or take over before the caller hangs up.
- Supervising staff who use the dialer.
Whisper vs take over
Whisper is usually the better tool, and it's the one people underuse.
Taking over is disruptive — there's an obvious change of voice mid-conversation and the caller notices. A whispered instruction fixes the problem invisibly and the agent carries on. Save the takeover for when the caller genuinely needs a human.
Careful
Callers are not told anyone is listening. Depending on where you and your caller are, silent monitoring may require disclosure or consent — the same rules that govern recording often apply here too. Check your obligations before you make this part of your routine.
Getting access
Live monitoring is included in Professional and above. On Starter it's available as a low-cost monthly add-on — see Add-ons.
It's also a separate permission, so you can give it to supervisors without giving them the rest of the panel. See Team & roles.
Notes
- Joining mid-call is fine. The captions catch you up on what was already said.
- Only one supervisor panel at a time per browser tab.
- Monitoring doesn't add to the call cost. You're joining an existing call, not starting one.
- The list only shows live calls. An empty page means nothing is happening right now, not that something is broken.