Listening in, whispering and speaking
As an admin, follow ongoing calls live, whisper to the employee or speak in the conversation.
Admins can follow their employees' ongoing calls live. For this, the employee's calls run as a conference, and the admin joins as an additional participant. You need the permission Set up telephony (see Roles and permissions).
Switch on the conference per employee
Under Settings → Phone and SMS → Advanced → Live listening is the list Employees. For each employee whose conversations you want to listen to, switch on the switch next to their name (it stands for ‘calls as conference’).
- The setting applies from the employee's next call. A call that is already running does not change.
- Conference minutes cost slightly more than a simple call, at Twilio with your own Twilio account, and in the billing via Leadmode with telephony via Leadmode. Participants who listen in are added to the conversation minutes.
- Only outgoing calls in the web run as a conference. Incoming calls cannot be joined. For conference calls, transferring is also not possible.
Listen in
For calls that do not run as a conference, it says Cannot be joined instead. If a call is running for you yourself, Listen in is locked, as it is if you are already listening in on another call.
Switch mode
As soon as you are connected, you choose the mode:
| Mode | Who hears you | Purpose |
|---|---|---|
| Listen | Nobody | Just listening. This is the start. |
| Only the agent can hear me | Only the employee, not the customer | Whispering, that is, calling something to the employee. |
| Speak | Everyone | You speak in the conversation. |
The change applies immediately. Connecting, mode changes and leaving are noted in the audit log.
Limits
- Only admins with the permission Set up telephony see the Live view.
- The number of people listening appears in the admins' list, for example ‘2 listening in’.
- The recording puts customer and employee on separate channels.