Platform Features

Live Space

Monitor every active call in real time, supervise AI agents, manage escalations, and run outbound campaigns — all from one command center.

Live Calls

The Live Calls dashboard shows every active call or message session being handled right now. It refreshes automatically. Click any call to see the full live transcript as it unfolds.

Supervisor Actions

For each active call, supervisors can:

Whisper: Send a hidden message to the AI agent mid-call. The caller can't hear it. Use it to correct the agent or provide context. Example: "The caller's account is overdue — prioritize payment."
Barge: Force the AI to speak a specific message immediately. Both the caller and the AI hear it.
Takeover (Pause AI): Pause the AI agent so a human can speak directly to the caller. Resume to hand back to the AI.
End Call: Terminate the call immediately.
Join Room: Join the call as a WebRTC participant to listen live — requires a compatible browser.

Human agent availability

To receive escalations from Human Handoff nodes, go to Escalation → set your status to Available. Escalated calls appear in the Handoff Queue with full context and transcript.

Escalation Queue

When an AI agent encounters a situation it can't handle — or when a flow routes to a Human Handoff node — the call enters the escalation queue. Human agents can:

See the caller's phone number, the queue name, and priority level.
View the full transcript of what the AI said before the escalation.
Click Claim Call to take ownership. This marks them as busy.
Complete the call and mark it resolved to return to Available status.

Queue & Scheduled Calls

Queue: Shows calls currently waiting for a human agent with average wait time.
Scheduled Calls: Callbacks scheduled during conversations (via the Schedule Callback tool or node) appear here with their planned time.
Messages: WhatsApp and SMS conversations that need attention.

Outbound Dialing

To place an immediate outbound call from the Live Space (not a campaign), use the Dial Now button. Select an agent and enter the destination number. The call connects immediately and appears in Live Calls.

Campaigns

Running campaigns are visible here with real-time progress — how many contacts have been dialed, how many answered, and how many expressed interest. See Campaign Manager for full details.