Listen in and take over

At the end: you can hear any live call, step in when a shopper needs a person, and pass a call to whoever should have it. When a shopper asks for a person, the call rings a teammate who's available.

You need the Operator, Admin or Owner role. See Human handoff for how handing over works.

Listen in

1. Open a live call

   From Calls → Live.

2. Choose Listen

   You hear the shopper and the agent. Nobody hears you.

3. Stop when you're done

   Choose Stop listening. The call carries on as it was.

Take over

1. Choose Take over

   Allow your microphone once. The agent stops and you're talking to the shopper yourself. The call stays recorded and transcribed.

2. Finish the call your way

   Choose Hand back to the agent to let it carry on with the flow, or End the call.

Transfer it

1. Choose Transfer to…

   On a live call.

2. Pick who takes it

   Under Available teammates, someone who's available in the dashboard: their browser rings while the shopper holds. Or choose A phone number…, type it under Transfer to a number and choose Transfer to put a phone call through, such as to your support line.

Be the one who answers

1. Turn on Available for transfers

   On the Calls page, beside the tabs. While it's on, calls handed to a person can ring you, on any page of the dashboard.

2. Accept a ringing call

   A call ringing for you shows Accept and Decline. Accept takes it over from this browser.

When a shopper asks for a person, RowCall rings an available teammate. If nobody is available, the agent says your team will call back. Either way your systems hear it: a handoff.requested event, then handoff.connected when someone takes the call. What the agent does when a shopper needs a person can be written in the flow's SOP tab.