Skip to Content
CallsLive Call Monitoring

Live Call Monitoring

Monitor calls in real time and take over from your AI agent when needed.

Accessing Live Calls

Go to Dashboard > Calls > Live to see all active calls happening right now.

What You See

The live calls page shows:

  • Active call list — All calls currently in progress, with a live indicator
  • Caller number — Who’s on the call
  • Agent name — Which AI agent is handling the call
  • Duration — How long the call has been going
  • Mode — Whether the AI is handling the call or a human has tapped in

Quick Stats

At the top of the page, you’ll see:

  • Active calls — Number of calls happening now
  • Calls today — Total calls so far today
  • Average duration — Average length of today’s calls
  • Peak hour — The busiest hour today

Live Transcript

Click on any active call to see the live transcript panel:

  • Real-time updates — The transcript appears as the conversation happens
  • Speaker identification — Each message is labeled as Caller, AI Agent, or You (if you’ve tapped in)
  • Auto-scroll — The transcript automatically scrolls to show the latest messages

Tap In — Take Over a Call

If you need to jump into a conversation, use the Tap In feature to take over from the AI agent.

How to Tap In

  1. Click Tap In on an active call
  2. Allow microphone access when prompted (first time only)
  3. You’re now connected — the AI agent goes silent and you speak directly to the caller

Tap In uses WebRTC (the same technology as video calls) so you need a modern browser and a working microphone.

During a Tap In

While you’re on the call:

  • Mute/Unmute — Toggle your microphone
  • End Tap In — Choose what happens when you’re done:
    • Hand back to AI — The AI agent resumes the conversation
    • Hang up — End the call entirely

When to Tap In

  • A caller asks a complex question your AI can’t handle
  • You see the conversation going off track in the live transcript
  • A VIP customer calls and you want to handle them personally
  • The caller requests to speak with a real person

When you tap in, the caller hears a brief moment of silence as the handoff occurs. This is normal.

Tips

  1. Keep the live page open during business hours to stay aware of active calls
  2. Watch the transcript before tapping in so you have context about the conversation
  3. Use Tap In sparingly — your AI agent is designed to handle most conversations. Use it for exceptions, not routine calls
Last updated on
Call AnalyticsCall Quality Scores