Call Coaching

Call coaching lets you join a team member's live outgoing call from the Call Inbox to listen and provide guidance. Call coaching is on the Professional and Enterprise plans. Custom plans can differ.

Joining a Call

1. Open "Voice" > "Call Inbox" and find the live call. A live call shows the "Active" badge in the "Duration" column.
2. Click "Join In" and allow microphone access when the browser asks, even to listen only. You start in "Listen Only" mode.
3. Use the mode selector to change how you participate.
4. Click "Leave Call" when you're done.

There are three modes:

• Listen Only: You're muted. No one can hear you.
• Whisper: Only the team member hears you. The caller cannot.
• Broadcast: Everyone on the call can hear you.

To join calls, a team member needs the "Join Live Calls" permission and the "View Team Call Inbox" permission. Call coaching is not available for inbound calls.

Billing

Listener time appears on the invoice as "Live Call Listener Minutes" at the plan's voice rate. This is on top of the minutes of the call itself.