Live call monitoring
The Session Cockpit lets you supervise a call while it's happening. You see the live transcript, the caller's tone and a risk score, and you can step in at three levels — from silently listening, to coaching the AI, to taking the call over yourself.
Open the cockpit
A live call becomes monitorable once it starts. Open it from the call's live monitor link (shown when an outbound test call connects, or from the workspace's live sessions). Monitoring is available for agents with an assigned number in the workspace.
The cockpit has two halves:
- Left — the live transcript, updating in real time.
- Right — supervisor controls: session signals, listen, mode, and phone actions.
Listen to the call
Click Listen to this call to hear the live audio. This is tab audio only — it does not change what the caller hears, and the transcript keeps updating whether or not you're listening.
Supervisor modes
Switch modes at any time from the cockpit:
| Mode | What happens | Caller hears |
|---|---|---|
| Passive (AI on) | The assistant handles the caller. You watch and can listen. | The assistant |
| Whisper | You send a private note to the AI to steer what it says next. | The assistant |
| Takeover | The assistant is muted; you join the call by phone to speak. | You |
Whisper
In Whisper mode, type a short instruction (e.g. "Offer to schedule a callback Tuesday") and send it. The AI adjusts — the caller never hears the note.
Takeover & the phone bridge
Because a browser can't push your microphone into a phone line, Takeover works through a phone bridge:
- Call me in — Chatley dials your number (E.164, e.g.
+15551234567) so you join the conference. Answer, and you're on the line. - Transfer caller — hand the caller off to another number entirely.
Session signals
The cockpit continuously scores the conversation so you know when to step in:
- Caller tone — positive / neutral / negative, built from stress and confusion signals in the transcript.
- Risk — a 0–100 score. When cumulative risk crosses the alert threshold, a live risk alert pops up (e.g. the caller sounds frustrated or confused).
Troubleshooting
| Problem | What to check |
|---|---|
| "Could not open this call" | Monitoring needs an agent with an assigned number, and the call id must match a live session. |
| Connection shows "Connecting…" / "Session expired" | You may need to sign in again; the cockpit reconnects automatically. |
| No listen audio | Some sessions don't expose a listen stream; the transcript still works. |
| Takeover but you're muted | Use Call me in / Transfer — the browser mic can't join the phone leg directly. |