live_monitoring).
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.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).
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 are recorded as call events.
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.Takeover
Full human handover: the assistant is muted instantly — no goodbye, no further AI speech — and you continue the conversation alone. Transcription and call artifacts keep running so the record stays complete. The takeover is logged as a call event.Hang up
Hang up ends the call for everyone by tearing down the call session (same path the agent uses). Use this when the conversation should stop immediately — unlike Disconnect, which only leaves your supervisor session. Available in the monitoring UI, Public API, and MCP toollive_call_control.
Permissions & audit
Supervisor actions are restricted to workspace members with thelive_monitoring plan feature. Every action — listen, whisper, barge-in, takeover, hangup — leaves an audit trail entry, which matters both for internal governance and for GDPR accountability.