Live Call Monitoring & Takeover
Quick Reference Keywords: Live call monitoring · Watch a call · Listen in · Human takeover · Take over call · Supervisor · Voice Agents 3.0
Voice Agents 3.0: Live monitoring and human takeover are only available once your account is on Voice Agents 3.0 (v3).
Overview
Live Call Monitoring lets you see your voice AI calls as they happen - watch the transcript build in real time, see which tools the agent is using, and, when needed, take over the call as a human.
This is different from AI Voice Logs, which you review after a call ends. Monitoring is about what's happening right now.
Live Call Alerts
When a voice AI call is active, an alert appears in the app so you know a call is in progress. From an alert you can open the live monitor for that call, or dismiss the alert if you don't need it.
Who sees which alerts:
- Admins and staff see alerts for all of the account's active calls.
- Agents see alerts only for calls with contacts they own.
- Calls from unknown callers (no owner yet) are visible to admins/staff.
Note: Live call alerts appear in the web app (browser on a computer - chrome recommended). They are not available in the native mobile app.
Monitoring a Live Call
Click into a call (from its alert) to open the live monitor. You'll see:
- The transcript updating in real time as the caller and agent speak
- Tools the agent uses during the call
- Interruptions (when the caller talks over the agent)
- Handoffs - if the call passes to another agent (e.g., a Specialist), the monitor reflects the new agent
The monitor stays open after the call ends or is taken over, so you can review what happened until you close it. The Close monitor button only closes the panel - it does not end the call.
Human Takeover
If a call needs a human, you can take it over from the live monitor.
How It Works
- In the live monitor for an active call, start a takeover
- You'll be connected into the call (your browser joins first, then the caller is brought together with you)
- The AI stops talking, and you speak with the caller directly
- The caller is never put on hold music or made to wait for a ringback - the handoff to you is smooth
After a Takeover
- The portion of the call you handled is transcribed and added to the call's transcript, labeled so you can tell the AI portion from the human portion (Voice Agent / Contact for the AI, Internal Team Member / Contact for the human section).
- The call's summary is regenerated to reflect the full conversation, including your part.
- Everything shows up in the AI Voice Logs, including a Call Sequence entry marking exactly where the takeover happened.
When to Take Over
- The caller is frustrated or the situation is sensitive
- A request is outside what you want the AI to handle
- You want to close a high-value opportunity personally
- Anything where a human touch is clearly better
Tips
- Takeover is for the moments that matter. Most calls won't need it - use it for escalations and high-value situations.
- Watch a few live calls early on to build confidence in your agent before relying on it heavily.
- Pair monitoring with good instructions and transfers/handoffs so the agent resolves most calls on its own and only the right calls reach a person.
Troubleshooting
Problem: I don't see live call alerts
- Live monitoring is a Voice Agents 3.0 feature - your account may not be on v3 yet.
- Alerts appear in the web app, not the native mobile app.
- As an agent (non-admin), you only see calls for contacts you own.
Problem: I can't take over a call
- Takeover is available from the live monitor for an active call. If the call has already ended, the monitor stays open for review but there's nothing left to take over.
Related Features
- Auditing Voice Agents - AI Voice Logs - Review calls after they end
- Voice Agent Specialists - Handoff-only expert agents
- AI Voice Agents Overview - Main voice agent guide