Tradesly · Guide
Taking over from the AI
Join a live call from Office, use the on-screen context, and finish the conversation.
Sometimes a live call needs your judgment: a large job, a frustrated caller, or a question only you can answer. Open the call from Office and review the conversation before you join. When you are ready to speak, use Take Over.
1 The steps
Open the live call.
In Office, select the row marked Live. Read the latest messages in Conversation so you know what the customer has already shared.
Take over when you are ready.
Select Take Over, wait for the screen to show that you are speaking, then greet the caller and continue from the current topic.
Use the prompter carefully.
Read Say this if a prompt is helpful. Check names, prices, and appointment details before saying them aloud.
Choose whether to finish or monitor.
Finish the call yourself, or choose Listen if you want to return to monitoring and let the AI continue.
Record the result.
Before leaving the ticket, choose Set disposition, add any needed notes, and confirm the next action for your team.
2 What happens when you take over
Take Over changes your role from monitoring to speaking. Use the status shown on the live call as your cue. The current transcript and available customer details stay on screen, so you can pick up the topic without asking the caller to start again.
If the status does not change or you cannot hear the customer, do not keep speaking into a silent line. Return to Listen, check your microphone and audio output, and try again. If the call needs someone else, use Live Transfer.
3 The AI doesn't leave — it starts working for you
The prompter may continue to show Say this while you handle the conversation. It is optional guidance, not a fact checker. Use the transcript and your business policy to confirm anything important before promising it to the customer.
4 Finishing up
Wrap up the customer's request before leaving the ticket. Set the disposition, add a short note for anything the next person needs to know, and create any follow-up your team must complete.
5 Choose the right action
- Take Over is for speaking to the customer yourself.
- Listen is for monitoring without speaking.
- Live Transfer is for reaching the configured teammate by phone.
Always check which mode the live call shows before you speak or step away.