Live Calls
A realtime dashboard of every call in progress, with live transcripts.
Live Calls is a realtime dashboard of every call your agents are handling right now. It shows who is on the phone, with which agent, for how long — and lets you read the transcript as it is being spoken.
In this guide
- Getting to the page
- Reading the board
- Watching a live transcript
- How live it actually is
- What to use it for
- Plan availability
- Troubleshooting
1. Getting to the page
- Open the Voice AI hub.
- Click Live Calls in the left navigation (the radio icon).
- The page opens at
…/voice/live-calls.
Live Calls is available on every plan, including free accounts. There is no feature gate.
2. Reading the board
Each in-progress call is a card:
| Field | What it shows |
|---|---|
| Agent | Which of your agents is handling the call. |
| Number | The far end of the call. |
| Direction | Inbound or outbound. |
| Duration | A live counter, ticking up every second. |
| Started | When the call connected. |
The board refreshes every five seconds, and shows the time of the last update so you can tell a quiet moment from a stalled page.
When nothing is in progress, the board says so rather than showing an empty grid.
3. Watching a live transcript
Click a call to expand it. The transcript streams in as the conversation happens, with each turn labelled by speaker — the agent and the caller.
The transcript pane polls every two seconds and also subscribes to new lines as they are written, so lines usually appear within a second or two of being spoken. The view scrolls itself to the newest line.
There is a small lag. Speech has to be transcribed before it can be shown. Treat Live Calls as "a second or two behind" rather than instantaneous.
4. How live it actually is
| Element | Refresh |
|---|---|
| The list of active calls | Every 5 seconds |
| Call duration counters | Every second, in the browser |
| Transcript lines | Every 2 seconds, plus a realtime subscription |
Everything is scoped to your account — you see your own agents' calls and nobody else's.
5. What to use it for
- Supervising a new agent. Watch the first live calls after a prompt change and see how it actually behaves rather than reading about it afterwards.
- Spotting a stuck call. A call with a duration climbing past anything reasonable is visible immediately.
- Capacity awareness. How many calls are in flight against your tier's concurrent-call limit (8 on Launch, 14 on Growth, 20 on Command).
- Handing over. Read the transcript before taking a transferred call.
For what happened after the call — the recording, the analysis, the disposition — use Conversations.
6. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| No calls shown but the phone is ringing | The call has not connected yet | The board lists connected calls |
| The transcript is empty on an active call | Very early in the call, or the agent has not spoken yet | Wait a few seconds |
| A call stays on the board after it ended | The end event has not landed yet | It clears on the next 5-second refresh |
| "Last updated" is stale | The polling loop stopped — usually a lost session | Reload the page |
| Calls are queuing rather than starting | You are at your tier's concurrency limit | See Plans & Subscriptions |
Related guides
- Conversations & Recordings — completed calls
- Analytics — volume and quality over time
- Campaigns — outbound calling at scale