Platform / Human handoff
Live call monitoring
and human handoff.
Watch AI calls live, with transcripts. Approved supervisors can listen in and take over from their browser. Set up phone transfers so callers reach the right person.
Updated
Live monitoring & human handoff
Listen live and take over a call.
Your team can monitor AI calls and help when needed. Listen from the console or take over in your browser. Set up phone transfers so callers can reach approved staff.
- See current calls in Live Operations. View call status, duration, activity and live transcripts. Approved supervisors can listen or use browser supervisor takeover. The AI stays silent while the person speaks.
- Help callers find a contact by name. Directory search checks nicknames, initials, spelling variations and similar sounds. Optional Name Match Logic uses AI to check uncertain matches and can try a backup model.
- Confirm the person before transferring. Offer a shortlist when names are unclear, with supported spoken or keypad choices. Checks across supported languages separate a directory question from a request to transfer. Asking whether a person works there does not trigger a transfer.
- Set pronunciation hints, transfer retries and hold music. Some short failed transfers can return the caller to AI. Supported checks also identify callback requests, call endings and requests to cancel or restart a workflow.
- Use hold music during longer tasks. Quiet music can play while a supported workflow or connected service responds. It stops when the agent speaks, so the caller is not left with unexplained silence.
See the product
Monitor calls in Live Operations.
See current calls, queued calls and available capacity in one console view.
Real product screen with sample data. Controls depend on your role and setup.
View the console tour
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