Live Agent (taking calls as a human)

Dashboard → Live Agent is the console for team members who answer calls themselves. Calls reach you here when a phone number is set to Human mode, or when an AI agent hands a caller over.

For how calls get routed to you (strategies, business hours, fallbacks), see Team & workspaces.

Go on duty

Use the status toggle at the top. Only On duty (online) members are rung. Your status is saved, so you stay on duty after closing the tab.

Statuses are Online, Away, Busy and Offline. Only Online members are rung.

Choose how your phone rings

You have three ways to be reachable. You can use more than one.

1. Ring my phone (most reliable)

Enter your number in international format (for example +14155551234) under Ring my phone and click Save. While you're on duty, incoming calls ring that number — even if the app is closed and your phone is locked. Leave it blank to ring the in-browser softphone instead.

2. Browser softphone

With this page open, the Softphone on the page rings and lets you answer, dial out with the dialpad, and send keypad tones during a call. Allow microphone access when prompted. This works only while the page is open.

3. Push notifications (installed app)

Turn on call notifications to get a phone notification with Answer and Decline buttons for calls to your workspaces, even when the app is closed. Tapping Answer opens the app and connects you to the waiting caller.

• Android: works in Chrome; sounds and shows the notification.
• iPhone/iPad: install the app first (see Using the dashboard on your phone), iOS 16.4 or later.
• Delivery is best-effort. A web app can't show a full-screen incoming-call screen like the phone dialer — for guaranteed ringing use Ring my phone.

Recent calls and call-back

Recent calls lists your latest calls with a one-tap call back.

Your workspaces

Your Workspaces lists the workspaces you can receive calls from (AI-only workspaces are hidden), each with its mode and how many people are online. Click Settings to open a workspace.

What happens when you decline or miss a call

The caller is not left waiting on hold. As soon as every team member who was rung has declined or not answered, the caller moves to the workspace's fallback (voicemail, callback request, or the AI agent). If someone else answers first, everyone else's phone stops ringing.

Troubleshooting

• Nothing rings. Confirm you're on duty, you're allowed to take calls in that workspace, and the phone number is in Human mode.
• No sound in the browser. Allow microphone access for the site.
• Notifications missing. Re-enable them in the toggle and check your device's notification settings.