Live monitoring
Listen to calls as they happen, follow live captions, and step in — by injecting speech, or by taking the call yourself.
Some calls you want to hear while they happen: the first days of a new flow, a VIP line, a campaign you have just launched.
Listening in
Calls in progress can be monitored live, including calls made from the browser, with captions following the conversation as it is transcribed.
Stepping in
- Inject speech — have the assistant say something on a live call, or push a message into a running chat, from the dashboard or over the API. See Live injections.
- Take over — your own team can answer and handle calls from the browser softphone, and agents can be set to ring a person first with the AI as a fallback.
Note
Monitoring is for supervision. What callers must be told about recording and AI is covered under Security & compliance.