Listen & intervene
Listen & intervene lets you monitor live conversations and take over from the AI agent when needed. Open any ongoing conversation from the Conversations list and you'll see the Human Agent Controls section with a Listen In button.
Listening in
Click Listen In to connect to the conversation. A status indicator shows your connection state — once it switches to Listening, the page turns into a live view. Messages appear in real-time as the conversation progresses, with audio visualization bars for both the caller and the agent. The rest of the detail page stays visible too — variables, state information, and guardrail triggers all update live alongside the transcript.
To stop monitoring without affecting the conversation, click Stop Listening.
If you scroll up in the transcript to review earlier messages, a New messages indicator appears so you can jump back to the latest activity.
Taking over
Click Take Over while listening to step in. This triggers the handover action configured on the agent's Settings tab, and the AI agent exits the conversation. Make sure you have a handover action configured before relying on this feature.
Listen & intervene is only available for ongoing conversations. Once a conversation has ended, use the conversation detail page to review the full transcript and recording.
Next steps
- Review completed conversations in Reviewing conversations
- Configure handover actions to control where takeovers are routed
- Set up guardrails to catch issues before manual intervention is needed