Tradesly · Guide
Stepping into a call mid-sentence
Review a live conversation, join when needed, and keep the handoff focused.
When a live call needs human judgment, the person joining should not make the customer start from the beginning. Tradesly keeps the current conversation visible in Office so you can review it before you speak.
1 What the caller experiences
The customer remains on the live call while you move from listening to speaking. Make the handoff feel natural: wait for the speaking status, introduce yourself briefly, and continue from the request shown in Conversation. Confirm any critical details instead of relying on the transcript alone.
2 What your person arrives knowing
Before using Take Over, read the recent transcript, the available customer details, and the current request. Say this may offer a useful line while you handle the call, but it is optional. Check prices, service areas, and appointment details against your approved information before promising them.
When you finish, choose Set disposition and add a note if another teammate needs to follow up. This makes the outcome clear from the ticket after the live call ends.
3 When the right person isn't at a screen
Take Over is for the person who is already in Office and ready to speak. If the call needs the teammate configured for phone handoffs, use Live Transfer instead. If nobody is available, keep the customer with the AI and arrange a follow-up from the ticket.
Test the workflow on a call from your own phone before using it with customers.
4 What to do next
Listen before you join.
Open Office, select a row marked Live, and choose Listen. Read Conversation and confirm that you can hear the call.
Take over when you are ready.
Choose Take Over, wait for the screen to show that you are speaking, then continue the conversation.
Finish or return to monitoring.
When you are done speaking, finish the call or choose Listen to return to monitoring.
Record the result.
Choose Set disposition and add any follow-up note before leaving the ticket.
Prepare the phone handoff separately.
For a teammate who is not at a screen, configure Live Transfer with Teammate's phone number and test that workflow separately.
If you cannot hear the call or the speaking status does not appear, return to Listen, check your browser audio permissions, and retry. Contact support if you still cannot confirm the live-call status.