Open Live calls
Live listening is available in Live calls under Activity. Organization admins and people granted call-listening permission can use it. Ask your administrator if you need access.
Open the dialer once to connect your browser softphone before listening. If Athean reports that it is not connected, finish that connection and check your browser's audio permissions, then return to Live calls.
You join muted. The caller and contact cannot hear you. The current listening interface supports listening only.
Listen now or follow the next call
- Find a teammate on the live call board and select Listen.
- If they are not on a call yet, select Follow someone and choose them.
- Watch the listening panel for Connecting audio…, Dialing…, or Connecting you…. Live indicates that you have joined the connected call.
- Use the contact and account links in the listening panel to understand who they are speaking with.
Listening starts after the contact answers. Between calls, the panel shows Between calls; Athean joins that teammate's next call automatically while you keep following them.
Switch callers or stop listening
Select Switch here on another live call to follow that teammate instead. Use Stop listening when you are finished. Stopping your listening session leaves the caller's conversation running.
The listening session belongs to the Live calls page. Navigating away ends it, so keep that page open while following calls. If you see Connection issue, stop listening and try again after checking the softphone connection.
For AI assistance during recorded calendar meetings, see Meeting assist.
Turn listening into a useful follow-up
Choose one observed behavior to discuss after the call. For example, if the rep described the product before understanding the prospect's priorities, agree to ask one discovery question before the next pitch.
- Discuss the specific moment with the rep and agree on the change they will try.
- If the customer needs a follow-up, create a task on that contact with the next action, due date, and useful notes.
- Listen to a later call to check whether the rep used the agreed approach. Use Dashboards to review their call activity and outcomes over a comparable period.
Keep the coaching observation and the customer's next step clear. A change in call outcomes can help guide your next conversation with the rep; it does not establish that one coaching change caused the result.