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How to monitor and take over an AI call
open_in_newOpen AI Receptionist in Genayaarrow_outwardYou can listen to any call your receptionist is on, and step in when you want to talk to the caller yourself.
- 1Find the live call
In Call Center, the Live Agents panel lists your receptionists. One that is talking to someone shows On a call - click it to open the call.
Your receptionists sit in Live Agents next to your team. - 2Monitor it
Click the headphones button (Monitor this call). A bar opens at the top of Call Center, and you hear both the caller and the receptionist. Nobody hears you.
- 3Take over
Click Take over in the bar. The receptionist tells the caller it is connecting a teammate, and the call comes to you.
- 4Or just stop listening
Click Stop in the bar. The receptionist keeps helping the caller.
infoMonitoring and taking over need the Call Center monitoring permission, and work in Call Center on the web.
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