Use the Live console
The Live console shows your calls as they happen. From it you can listen in, coach the agent, take over a call, or hang up. It sits in the bottom corner of every screen.
Click the Live console pill to open it, and the arrow to collapse it. The pill shows how many calls are live and how many updates you missed. The bell turns the chime on or off, and Clear empties the feed.
Each live call shows the agent, the lead, a timer and four controls.
Listen in
Click the headphones button to hear both sides of the call in your browser. Click it again to stop.
Coach the agent
- Click the light bulb button.
- Type a tip, like focus on the price, and press Enter or Send.
- Or click the microphone and say the tip. Your voice is turned into text in Chrome, Edge and Safari.
The agent uses the tip from its next sentence and never mentions it. The lead never hears you. Tips are saved on the agent under What you've taught it.
Take over the call
- Click the phone button.
- Enter your US phone number and click Ring me.
- The agent says one hand-off line and the call is sent to your phone. Answer it to carry on.
Your number is remembered on this device.
Hang up
Click Hang up to end the call.
Pop out
Click the pop-out button to open the console in a small window that stays on top of your other apps. This works in Chrome and Edge on a computer.
The Dashboard's Live activity card shows the same feed.
Still stuck? Talk to a person.