Live board & human takeover
Watch every active conversation your agent is having — phone calls, web calls, WhatsApp calls (beta), WhatsApp chat, and website chat — on one screen, live. When a conversation needs a person, you (or an operator you invite) can take over a chat, or listen to and join a live call straight from the browser, then hand back to the AI.
Where: Dashboard → Live.
The Live board
The board shows only conversations that are happening right now, across all channels, and updates every few seconds. Each card shows the channel, who’s talking, and the latest lines of the live transcript. Click a card to open the full conversation.
Attention flags
Cards are flagged so you can triage at a glance:
| Flag | What it means |
|---|---|
| Wants a human | The customer explicitly asked for a person — any phrasing (“real person”, “manager”, “let me talk to someone”). Detected by the AI itself, on both voice and chat. |
| Wobbling | The conversation looks like it’s going off-track (text channels). The heuristics are deliberately conservative — a flag you’d learn to ignore is worse than no flag. |
Everything else is the AI cruising — no action needed. An empty board means your AI is handling everything.
Taking over a chat (WhatsApp & website chat)
Open the conversation
Click the card on the Live board to see the full live thread.
Take over
Hit Take over. From that moment the AI goes silent in that thread — it won’t reply while you have it, so you’ll never talk over each other.
Reply as yourself
Type in the composer and send — your messages go out on the customer’s channel like any other reply. On the website widget the visitor sees them attributed as “<your name> · team”. On WhatsApp there’s an optional per-agent setting to sign operator replies with a Name: prefix, since WhatsApp shows them as plain messages from your business number.
Hand back
Click Hand back when you’re done. The AI resumes in that thread with full context — it knows a teammate handled the last messages, so it won’t re-answer them or make the customer repeat anything.
Listening to and joining a live call
Every live voice conversation on the board — phone calls, web calls, and WhatsApp voice calls (beta) — can be monitored and joined from your browser. No phone system involved.
Listen
Open a live call and hit Listen. You hear the call in real time; the caller and the AI are unaffected and can’t hear you. Use it to QA, to coach, or to decide whether to step in.
Join & take over
Hit Join & take over. The AI announces you by name to the caller (“I’m bringing <name> on the line now”), then goes silent — and you talk. Transcription keeps running while you speak, so the conversation stays on the board and in Call history in full.
Hand back
When you’re done, hand back (or leave the call). The AI resumes speaking, with a context note about what the human handled — the caller doesn’t start over.
A traditional Transfer call action can only redirect phone calls. Joining from the browser works on every voice channel — including web calls and WhatsApp calls, where a phone transfer isn’t possible at all.
Smarter escalation on the Transfer action
If you use the Transfer call action, it now works together with the Live board:
- Someone’s watching the board? The first time a caller asks for a human, the AI holds the ask for a live join — it flags the call Wants a human and gives you a moment to join from the board — instead of immediately transferring the caller away. If nobody joins, it falls back to the normal transfer.
- Working hours (optional): set a timezone and weekly windows on the transfer action. Outside those hours the AI never rings a dark office — it takes a message or books a callback instead, and flags the conversation on the board so it’s waiting for you in the morning.
This is the honesty mechanism behind takeover: the AI only offers “let me get you someone right now” when someone can actually be there. Otherwise it behaves exactly as before — no regression.
Inviting an Operator
You don’t have to watch the board yourself. From Team, invite staff by email with the Operator role:
- They sign in with a magic link (no password) and land straight on the Live board.
- They see only the Live board and call history — no agent settings, no knowledge, no billing. This is enforced down to the database layer, not just hidden in the UI.
- Every takeover reply is attributed by name, so you always know who said what.
See Team & workspaces for roles in general.
On your phone (PWA + push)
The dashboard is an installable app — no app store needed:
Install it
Open the dashboard on your phone and use Add to Home Screen (Android: Chrome menu → Add to Home screen; iPhone: Safari share sheet → Add to Home Screen). It opens full-screen like a native app.
Enable push notifications
Tap the notification bell on the Live board and allow notifications. You’ll get a push when a customer explicitly asks for a human — and only then. No alert spam by design.
Answer from anywhere
Open the app, see the flagged conversation, and take over the chat — or join the call — from your phone’s browser.
iPhone: iOS only delivers web push to an installed app — do Add to Home Screen first, then enable notifications from inside the installed app. Allowing them in plain Safari won’t work.
FAQ
Does taking over end the AI session? No. The AI pauses in that one conversation and resumes when you hand back — with the context of what you handled. Every other conversation keeps running on AI as normal.
Can two of us watch the board at once? Yes — everyone with access sees the same live board, and the board shows who has taken a conversation over.
Does listening in change anything for the caller? No. Listen is one-way — the caller and the AI are unaffected until you explicitly join.
Which channels support call joining? Phone calls, web calls, and WhatsApp voice calls (beta) — any live call on the board.