Listen in on live calls, or whisper to your team
Owners and managers can listen in on a teammate's live call, or whisper so only the teammate hears. Both start from Live now on Overview.
Owners and managers can listen to a teammate's call while it happens, or whisper to the teammate without the other person hearing. Both start from Live now on the Overview page. There's nothing to set up.
Live now
Live now sits at the top of Overview while teammates are on calls, with the number of calls next to it. When nobody is on a call, it isn't there.
Each call has a card with:
- an arrow for incoming or outgoing, and the other person's contact name or number
- how long the call has been going
- the teammate on the call, with their extension
- a box to leave the teammate a note
- Listen in and Whisper
Your own calls aren't on Live now. Live now shows calls made and taken in the Tonet dashboard and the desktop app, not calls on desk phones.
Administrators and regular users don't see Live now.
Listen in on a call
- Go to Overview.
- On the call's card in Live now, click Listen in.
You hear both sides of the call. Nobody on the call hears you, and no beep plays when you start. A bar above the cards says Currently Monitoring: Listening to and the teammate's name.
To stop, click Stop listening on the card, or the red stop button on the bar. Listening also stops when the teammate's call ends.
Whisper to your teammate
Click Whisper on the call's card. Your teammate hears you. The other person on the call doesn't. Click Stop whisper to stop.
You can't switch between Listen in and Whisper while one is on. Click Stop listening or Stop whisper first, then pick the other. While you're listening or whispering, the buttons on the other cards are off too.
Listening and whispering use the phone in your dashboard, like a call. Your phone has to be connected, and the tab has to stay open.
Leave a note for your teammate
Type in Add a note for … on the call's card. Your teammate sees it on their call card while they talk. The note stays with the call: it shows in the transcript on the call's page, at the moment you wrote it.
Next step
After the call, open it on the Calls page to hear the recording, or share it for coaching.
Share a call
Make a public link to one call's recording and transcript. Anyone with the link can listen without a Tonet login. Stop sharing any time.
Messages
Text customers from your business number and chat with your team in Tonet: files, saved messages, #tags, notes to self, edits, reactions and delivery.