> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kallabot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Live console

> Listen to a live call, whisper the agent a tip, take over, or transfer the caller to a person.

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.

## What you can do

| Key | Action | What happens |
| - | - | - |
| <kbd>L</kbd> | **Listen in** | You hear the call live, through your computer. The caller and the agent don't hear you. |
| | **Whisper** | Type a private note to the agent, like "Offer the 4pm slot instead". It reads it before its next answer and never says it aloud. |
| <kbd>T</kbd> | **Take over** | The agent goes quiet and you talk to the caller yourself, using your microphone. <kbd>M</kbd> mutes you. |
| <kbd>H</kbd> | **Hand back** | The agent picks the call up again where you left it. |
| | **Transfer ▾** | Move the caller to one of the agent's transfer destinations, to a number you type, or to your own phone. |
| | **End call** | Hang up the call. |

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.

## 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.

> [!NOTE]
>
> 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.

## 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.

## 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.


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