Ability to co-listen to the calls and hop in
planned
Slava Kurilyak
+1 for this feature as it would improve conversion rates on poorly performing agents
G
Gustav Skarman
I was going to open up a separate ticket for kind of the same thing, but now that the support message injecting through Call Control via HTTPS requests. Imagine if you could inject function calls into the model like to transfer phone to a specific number.
M
Mike Jones
This would be awesome... Some type of whisper feature within the dashboard would be a great way to monitor and jump in at the right time
N
Nikhil Gupta
Merged in a post:
Websocket to listen in to a phone call
L
Lucas Ngoo
Would there be a wss that we can listen in to a live phone call? currently we can receive call back for transcription, would be great if we can listen in to live phone call + transcription. then we can trigger a manual call transfer or end the call on behalf, to allow for a human-in-the-loop. This will be very helpful for call centers, etc, at least to ensure initial adoption by companies.
N
Nikhil Gupta
planned
A
Adam Morgan
Love this idea, I was actually looking into how to build this functionality myself (via web-call I think it can be done with WebRTC)
M
Mike Jones
Adam Morgan mee too.. But i threw in the towel after hitting opening up a can of warms