Live Calls lets you see your team's ongoing calls and join them, to listen silently or coach a colleague without the other person hearing you. Available on the Max plan only.
The two modes
| Mode | The member hears you | The other person hears you | Use it to |
|---|---|---|---|
| Shadow (listen) | No, and they don't know you're there | No | Observe a new team member, check quality, follow a sensitive call |
| Whisperer (coach) | Yes, and they see you've joined | No | Coach in real time: objection, negotiation, tough question |
You can switch modes at any time during the call: for example, listen first in Shadow, then switch to Whisperer if your colleague needs help.
Join a call
- In the admin console, open Live Calls. You can't join a call from the web or mobile app.
- Ongoing calls are listed with their duration and participants.
- Click Join as Shadow or Join as Whisperer.
Tips
- Start in Shadow to observe, and switch to Whisperer only if your colleague needs help.
- Let your team know calls may be listened to, and use the feature to train and support, not to monitor continuously.
- Debrief after the call, using the recording if there is one.
After the call
To review a call with your colleague, use its recording, transcript or AI evaluation from the call history.
Access by role
| Role | Access |
|---|---|
| Owner and Admin | See and join calls for all members |
| Team Lead | See and join calls for members of their departments |
| User | No access |
Related articles
- Record your calls
- AI call evaluation
- Roles and permissions
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