Office transfer and live takeover are different
An office handoff sends the caller to the Office / handoff phone saved for the agent. Live takeover prepares an authorized supervisor's connection so that person can take ownership of the active call. Both require a supported calling path; neither is confirmed merely because a transcript says a transfer was requested.
Use the correct agent scope and open Live View or the Live Calls panel. Where several calls are active, select the intended caller before doing anything else.
Choose the least intrusive action
| Action | Meaning |
|---|---|
| Watch | Observe the permitted live status and context. |
| Listen / Listen privately | Receive allowed call audio; your microphone is off for private listening. |
| Leave monitor / Stop listening | Stop your observation. This does not hang up the customer. |
| Take over call | Begin the separate process to connect a human and transfer ownership. |
| End call | Hang up the customer and end the whole call after confirmation. |
Watching, transcript access, listening and takeover are separately controlled. A visible call does not automatically grant every action.
Take over deliberately
- Select Take over call and read the confirmation.
- Choose Prepare microphone & connect, allow the browser microphone and use a headset.
- Wait through Preparing microphone or Connecting human. Do not assume the caller can hear you yet.
- Speak only when the connection is confirmed active.
- Use Mute, Hold or Resume where available. Transfer to office and End call each have their own confirmation.
Cancel preparation is available during the preparation stage. Once connected, do not simply close the tab and assume AI will resume. Use the supported call controls and verify the resulting ownership state.
Respect freshness and recovery states
Status unavailable, Recovery needed or stale live status means the panel cannot safely confirm the current state. Controls may pause until fresh information arrives. Refresh once, inspect the existing operation and avoid launching a competing takeover or repeated transfer.
A generated AI transcript fragment is not proof the caller heard those words. Live transcripts can be provisional; human mix audio is not necessarily individually speaker-attributed. Final recording and transcript coverage are separate from monitoring coverage.
Configure policy and verify the outcome
A workspace owner or administrator sets the authorized supervisors, agent scope and approved monitoring policy in Live supervision settings. Required call-specific monitoring evidence is separate from the recording notice. Do not claim evidence that was not obtained.
After the call, review its saved history. AI → Human remains one AI-first customer interaction. Check the actual booking or captured request rather than assuming the takeover itself completed the business outcome.