Live View

The Live View page gives supervisors and operators a real-time pulse on every conversation in flight. Watch what the AI agent is doing right now, listen in on voice calls, step in if a conversation goes sideways, and transfer to a human when needed. For the searchable archive of past conversations, see Conversations. For conversations waiting to be assigned to a human, see the Inbox.

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Accessing Live View

Navigate to Monitor > Live View in the left sidebar.

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The conversation list

The conversation table shows every in-progress interaction across every channel. Columns include: Click any row to expand the detail panel beneath it.

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Filters

The filter toolbar at the top lets you narrow the view by Direction, Risk, Duration, Status, Sentiment, and Platform. Useful when a high volume of calls makes it hard to spot the ones that need attention.

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Conversation details panel

Selecting a conversation opens its detail panel below the table. The panel shows:

• Platform and Contact ID — the channel and customer identifier.
• Status — current lifecycle state.
• Top sentiments — up to the top three emotions detected so far, filtering out any with a score at or below 0.1.
• Duration and Start — timing.
• Live transcript — messages as they happen, alongside the flow graph showing the current state and the path the conversation has taken so far.
• Function calls — every tool the AI has invoked, with inputs and outputs.

You can expand multiple call detail panels at once to keep an eye on several conversations in parallel.

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Monitor mode

Toggle Monitor in the top bar to listen in on a voice call without the customer or the AI knowing. This is supervisor-mode listening — useful for quality assurance and training. Turn it off when you’re not actively monitoring; it consumes a softphone leg while engaged.

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Call monitoring actions

These controls are available only while an AI Agent call is in progress. If a call is queued or assigned to a human, these actions are not shown.

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Listen In

Silent monitoring of the live call. The caller and the agent do not hear you. How to use

1. Open the ⋯ Actions menu on the active call.
2. Select Listen In.

What happens

• You can hear the conversation in real time.
• Your microphone is not connected to the call.

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Take Over

Assume live control of the call. You can hand control back later. How to use

1. Open ⋯ Actions.
2. Select Take Over.

What happens

• You are connected as the speaking participant.
• When finished, hand control back to the previous participant (AI Agent or original agent).

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Transfer

Send the live call to an external phone number. How to use

1. Open ⋯ Actions.
2. Select Transfer.
3. Enter the destination phone number.
4. Confirm to transfer.

What happens

• The system dials the destination number and bridges the caller.
• After transfer, control moves to the external destination.

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Enqueue

Move the live call into the human agent queue. How to use

1. Open ⋯ Actions.
2. Select Enqueue.

What happens

• The call is placed back into the queue to be assigned to a human agent.
• The AI Agent stops handling the call.

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End

Immediately hang up the call for all parties. How to use

1. Open ⋯ Actions.
2. Select End and confirm.

What happens

• The call ends immediately.
• Post-call processes (wrap-up, logging, transcript, etc.) continue as configured.

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Add Coaching

Send coaching notes to the agent only (not visible to the caller) while the call is active. How to use

1. Open ⋯ Actions.
2. Select Add Coaching.
3. Enter your coaching note and send.

What happens

• The note appears to the agent as an internal coaching message during the call.
• The caller never sees coaching notes.

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Summary (for quick scan)

These controls let you intervene on a live call — barge in to talk to the customer, transfer to a human agent, or end the call.

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Settings

The Settings button in the top bar opens preferences that tailor your Live View experience:

• Auto open — automatically opens new conversations as they appear in the list.
• Audio alert — plays a notification sound when a new conversation starts.
• Auto clear — removes completed conversations from the list automatically.
• Max conversations — caps how many conversations auto-open at once.

These settings are per-user; they don’t affect other operators.

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Empty state

When there are no active conversations, the table shows “No Conversations” along with a hint about whether your filters might be hiding live activity. Clear the filters to see everything that’s actually in flight.

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