---
id: live-monitoring
title: Live call monitoring
description: Watch live calls in the Session Cockpit — listen in, whisper to the AI, or take over the call yourself.
---

The **Session Cockpit** lets you supervise a call *while it's happening*. You see
the live transcript, the caller's tone and a risk score, and you can step in at
three levels — from silently listening, to coaching the AI, to taking the call
over yourself.

![The three supervisor modes — Passive (AI handles the caller while you listen), Whisper (you coach the AI privately, the caller still hears the assistant), and Takeover (the assistant is muted and you join by phone)](/img/live-monitoring-modes.svg)

## Open the cockpit

A live call becomes monitorable once it starts. Open it from the call's **live
monitor** link (shown when an [outbound](./outbound.md) test call connects, or
from the workspace's live sessions). Monitoring is available for agents with an
assigned number in the workspace.

The cockpit has two halves:

- **Left** — the **live transcript**, updating in real time.
- **Right** — supervisor controls: session signals, listen, mode, and phone actions.

## Listen to the call

Click **Listen to this call** to hear the live audio. This is **tab audio only** —
it does **not** change what the caller hears, and the transcript keeps updating
whether or not you're listening.

## Supervisor modes

Switch modes at any time from the cockpit:

| Mode | What happens | Caller hears |
| --- | --- | --- |
| **Passive** (AI on) | The assistant handles the caller. You watch and can listen. | The assistant |
| **Whisper** | You send a **private note** to the AI to steer what it says next. | The assistant |
| **Takeover** | The assistant is **muted**; you join the call by phone to speak. | You |

### Whisper

In **Whisper** mode, type a short instruction (e.g. *"Offer to schedule a
callback Tuesday"*) and send it. The AI adjusts — the caller **never hears** the
note.

### Takeover & the phone bridge

Because a browser can't push your microphone into a phone line, **Takeover** works
through a **phone bridge**:

- **Call me in** — Chatley dials **your** number (E.164, e.g. `+15551234567`) so
  you join the conference. Answer, and you're on the line.
- **Transfer caller** — hand the caller off to another number entirely.

## Session signals

The cockpit continuously scores the conversation so you know when to step in:

- **Caller tone** — positive / neutral / negative, built from stress and confusion
  signals in the transcript.
- **Risk** — a 0–100 score. When cumulative risk crosses the alert threshold, a
  **live risk alert** pops up (e.g. the caller sounds frustrated or confused).

## Troubleshooting

| Problem | What to check |
| --- | --- |
| **"Could not open this call"** | Monitoring needs an agent with an assigned number, and the call id must match a live session. |
| Connection shows "Connecting…" / "Session expired" | You may need to sign in again; the cockpit reconnects automatically. |
| No listen audio | Some sessions don't expose a listen stream; the transcript still works. |
| Takeover but you're muted | Use **Call me in** / **Transfer** — the browser mic can't join the phone leg directly. |

## Next steps

- [Inbound](./inbound.md) — where live inbound calls come from.
- [Outbound](./outbound.md) — start a call, then open its live monitor.