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How to Listen to Live Calls in Conversation AI

Learn how to listen to your team’s active calls in real time for coaching, support, and deal visibility.

  1. Click the Live Hub to view all active calls happening in real time across your team.

  2. Access ongoing calls from the Live Conversation Hub, giving you full visibility for live coaching, support, and sales alignment.

  3. Click the three-dot menu on any active call to access options like Listen In, View Profile, or View Caller Info.

  4. After clicking Listen In, you’ll silently join the live call. This allows you to observe the conversation in real time without interrupting the flow.

  5. Use Supervisor Note to send real-time feedback during or after a call. These notes are instantly shared with the rep and logged in Salesforce under the call activity for full visibility.

  6. Open the agent’s contact record to review all related activity, including calls, emails, and messages, from a single view.

  7. Click View Team to see who is currently online, offline, or engaged in calls, all from a central dashboard.

  8. Instantly identify which reps are available or busy, and click on any name to review their call history or join a live session.

  9. Use team filters to narrow your view to specific sales groups or departments for focused monitoring.

  10. Select relevant Queues to monitor specialized campaigns or sales channels.

  11. Filter by Inbound or Outbound call direction to tailor your listening and support strategy.