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While your agent is on a call, you can be right there with it. Open a live call from the top of Calls to see the conversation as it happens, word by word.

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What you can do

Every listen-in, take-over and transfer is noted on the call’s timeline with the teammate’s name, so you can always see who joined.

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Take the call on your phone

Away from your desk? Choose Transfer ▾ → your phone. Kallabot rings your mobile, and once you answer, the agent steps aside and you’re talking to the caller.
Listening in, taking over and transferring phone calls need Kallabot’s call bridge on the line, which is rolling out workspace by workspace. Browser calls (like test calls and web chat voice) support listening in and taking over everywhere, and whispering works on any live call. Buttons only appear when they’ll work on that call.

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Tell callers they may be monitored

In some places you must tell callers that a call may be monitored or recorded. Turn on Say calls may be monitored in the agent’s call settings (in its Voice step) and it says a short line before its greeting. The live console reminds you if an agent you’re listening to doesn’t have it on.

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Who can do this

Taking part in live calls needs a role that can control calls and hear call content, like owner, admin or manager. Billing and viewer roles can’t listen to calls.