Tradesly · Guide
Watching and listening to a live call
Open any live call, read along in real time, and listen in without interrupting.
Open a live call when you need to understand what is happening before deciding whether to step in. From Office, you can read the current conversation and listen without speaking to the caller.
1 Reading along
Open a row marked Live. The Conversation panel shows the messages available for the call. Read the latest entries, but check the live audio before acting: a transcript can lag behind speech or display a name or number incorrectly.
2 Listening in
Choose Listen to hear the call without putting yourself into the conversation. Keep your microphone muted at the device level if you are discussing the call with a coworker nearby, and use headphones when customer information could be overheard.
3 Nobody knows you're there
Watching is useful when:
- A big job is on the line and you want to know it's going well.
- A new hire is taking their first week of calls and you want to hear a few.
- The AI is handling a caller and you're deciding whether to step in yourself.
4 The steps
Open the live call.
In Office, select a row marked Live. You can also use Listen or Take Over from the row when those actions are shown.
Catch up before acting.
Read Conversation to understand the customer's request and the latest reply.
Listen without speaking.
Choose Listen and confirm that you can hear the call. Remain in listening mode if you do not need to speak.
Step in or transfer when needed.
If the customer needs you, choose Take Over and wait for the speaking status before joining. If the call needs the configured teammate, open Call actions and choose Transfer.
Leave the call in the right mode.
When you finish speaking, complete the call or choose Listen to return to monitoring. Check the status before closing the live-call view.
5 When watching isn't enough
Use Take Over only when you are ready to speak with the customer yourself. Use Transfer when the call needs the teammate configured in Live Transfer. If neither action is appropriate, keep listening and leave a clear note after the call.
If live audio is missing, the transcript stops updating, or the buttons do not respond, avoid making assumptions about what the caller heard. Refresh Office, reopen the live row, and contact support if you still cannot confirm the call state.