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Listen & intervene

Listen & intervene lets you monitor live conversations and force a handover 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.

tip

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.

Forcing a handover​

Click Force handover while listening to step in. You don't start speaking on the call yourself: forcing a handover runs the agent's fallback handover action (for example, transferring to a human queue), and the AI agent exits the conversation.

The button is only enabled when the agent has a fallback handover action set on its Advanced tab. If none is configured, Force handover stays disabled, so set one before relying on this feature.

Ending the call​

For ongoing outbound calls, an End call button appears alongside the other controls. Use it to forcibly disconnect a call — useful for runaway or stuck conversations, mistaken or misrouted dials, or abuse-mitigation scenarios.

Clicking End call opens a confirmation dialog. After you confirm, the caller is disconnected immediately and the conversation's completion reason is recorded as Operator terminated, so you can filter for these in the Conversations list.

important

End call is only available on ongoing outbound calls, and only to users with the Voice Admin role (or super admins). The disconnect is immediate and cannot be undone — the caller does not hear a farewell message.

important

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​