Monitor live calls
See every call in progress, listen in silently, and whisper guidance the caller never hears.
The Live page (/dashboard/live) under Engagement lists every
call currently in progress — who's talking to which agent, in which
direction, and for how long. From there you can join any call as a
silent listener and coach the agent mid-call.
The live board
Each row shows the agent, direction (inbound/outbound), caller, callee, a ticking live duration, and when the call started. The page refreshes itself every few seconds, and a "live" counter in the header tracks the total. Calls placed directly through the API without an agent show as API / Webhook.
Click Listen on a row to open that call's detail page, where the live controls appear.
Listen in
Listen in joins the call as a hidden, listen-only participant:
- Neither the caller nor the agent is affected — nothing on the call changes and nobody is notified.
- The recording is unaffected; your listening never appears in it.
- A LIVE indicator shows while connected. Click Leave to drop out; if your connection blips, the session reconnects automatically.
- When the call ends, the session ends with it.
Whisper to the agent
While listening, a Whisper to agent… box appears next to the live controls. Type a short instruction (up to 500 characters) and press Send:
- The agent receives your text as private mid-call guidance and incorporates it into the conversation.
- The caller never hears or sees the whisper — it changes what the agent does next, not the audio on the line.
- You'll see Whisper sent on delivery, or Call ended if the call finished before the whisper arrived.
Whispers are ideal for live corrections — "the discount code is SPRING24", "offer to escalate", "wrap up, this is a spam call" — without taking the call over.