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Live monitoring gives supervisors real-time visibility and control over ongoing calls — useful for quality assurance, assistant improvement, and human intervention. Your plan must include Live monitoring.

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Live transcript

The dashboard lists all active calls in your workspace. Open one and the transcript streams in live — including interim (in-progress) transcription — so you read the conversation as it happens, with no audio needed.

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Listen (silent monitoring)

Click Listen to hear the call in real time:
  • You join as a hidden participant — neither the caller nor the assistant’s behavior changes; nobody hears you.
  • Audio is receive-only.
  • Every listen-in is audit-logged (who listened to which call, when).

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Whisper (coach the AI)

Send the assistant a text instruction mid-call that the caller never hears:
  • The instruction is injected into the active agent’s guidance — e.g. “offer the 20% retention discount” or “wrap up, the customer is in a hurry”.
  • Optionally trigger an immediate spoken response so the assistant acts on your instruction right away instead of on its next turn.
  • Whispers appear in the call’s audit history.

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Barge-in

Need to speak yourself? Barge in to join the call audibly — a three-way conversation with the caller and the assistant. Useful for a quick correction without ending the AI session.

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Takeover

Full human handover: the assistant is muted instantly — no goodbye, no further AI speech — and you continue the conversation alone. Transcription and recording continue so the call record stays complete. The takeover appears in the audit history.

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Hang up

Hang up ends the call for everyone. Use it when the conversation should stop immediately — unlike Disconnect, which only leaves your supervisor view. The action is available in the monitoring UI, Public API, and MCP tool live_call_control. The call record and its transcript stay available afterward in Conversation history.

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Permissions & audit

Supervisor actions are limited to authorised workspace members when Live monitoring is included in the plan. Every action leaves an audit-trail entry. Ensure your use of monitoring, recording, and intervention complies with applicable law and company policy.
During campaigns, keep the active-calls view open with live transcripts. You’ll spot prompt problems within the first handful of calls — whisper corrections in, then fix the prompt for the rest of the batch.