Call Coaching

Call coaching is a powerful way to support your team during live calls. Whether you're training new team members, helping with tricky conversations, or doing quality monitoring, you can seamlessly join any active call to listen and provide guidance.

How It Works

When someone on your team is on a call, you'll see a "Join Call" button in the Call Inbox. Once you join, you can choose how you want to participate using three different modes:

Listen Only

• You're completely muted - no one can hear you
• Perfect for quietly observing calls

Whisper

• Only the team member hears you, caller cannot
• Ideal for providing real-time guidance

Broadcast

• Everyone on the call can hear you
• Use when you need to actively join the conversation

Getting Started

Joining a call is straightforward:

• Find the active call you want to join in the Call Inbox
• Click "Join Call" to connect (you'll start in Listen Only mode)
• Use the mode selector to change how you participate
• Click "Leave Call" when you're done

Making the Most of Call Coaching

Call coaching works best when used thoughtfully. Start by listening to understand the conversation flow. If your team member needs guidance, switch to Whisper mode to provide support without interrupting the caller's experience. Save Broadcast mode for when you truly need to speak with everyone - like helping resolve a complex issue or adding expertise to the discussion.

Remember: You'll need call coaching permission to use this feature. If you don't see the Join Call option, check with your admin about getting access.

Billing

Call coaching is billed at the same rate as regular calls (and additional 3¢ or 4¢ per minute, depending on plan) since each listener joins as a participant in the conference.

Limitations

• Not available for predictive dialer calls
• Not available for inbound calls
• AI summaries will not cover any period after a team member joins a call as a coach.