Listen in and take over calls

Live calls shows the calls happening right now on the lines you can see: the AI agent’s, your team’s, and callers still ringing or waiting in a queue.

Where

Live calls, in the sidebar

Plans

Every plan

Who can use it

People with the Take Over AI Calls permission and a seat. Workspace Admins and Managers have it to start

If you don’t see Live calls in the sidebar, you don’t have the permission; ask a Workspace Admin.

The listCopy Anchor Link

Each row is a call in progress: who it’s with, the line it came in on, who’s handling it and how long it’s been going. Filter with All, With AI, With team and Waiting (ringing or in a queue). The list refreshes every few seconds, and a call that ends stays greyed out until you move away from the list.

Calls answered on a desk phone, outbound calls and campaign calls appear too.

Listen inCopy Anchor Link

Select Listen on a call. A panel opens and you hear the call. No one on the call can hear you: not the caller, not the AI agent, not your teammate.

On a call with the AI agent, the panel shows the live transcript, with what was said before you joined above You joined. Seeing the earlier lines needs the View Call Transcripts permission.

• You can listen to one call at a time. Listening to another stops the first.
• The panel stays open as you move around Crulon.
• Stop listening leaves quietly. It never ends the call.
• You can’t listen in while you’re on a call yourself.

Every listen-in is logged. People can see who listened to the calls they took part in under Conversations > Calls > Who listened.

Take over from the AI agentCopy Anchor Link

When a caller needs a person, select Take over in the listening panel, then confirm.

Crulon checks your microphone, the AI agent leaves the call, and the caller hears you. It’s the same call, with no transfer and no hold music, and it becomes a normal call in your call bar, with hold, transfer and end.

You can take over only while the AI agent has the call, and only if you can answer calls. It isn’t offered when:

• a teammate already has the call
• the AI agent is handing the call to someone
• the caller is waiting in a queue or on hold
• you’re on another call

The call keeps recording after you take over. Its transcript and AI summary cover only the part the AI agent handled.

You needCopy Anchor Link

• Crulon open in your browser, on a computer with a microphone.
• Microphone access allowed for Crulon in your browser.

If something goes wrongCopy Anchor Link