Listen, whisper or join a call

While a colleague is on a call, a supervisor can listen to it, whisper to the colleague without the caller hearing, or join the call. Owners, Administrators and Support managers can do this. Calling must be set up, and the supervisor uses ContactRoll in a browser with a microphone.

See the calls under way

Open Calls now. Live calls lists every call your organization is on now: who is on it, with whom, for how long, and the call group it came in for. A caller's number is never shown here.

Listen, whisper or join

Beside a call, press one of these:

• Listen: you hear both sides. Nobody hears you.
• Whisper: only your colleague hears you. The caller doesn't.
• Join: everybody on the call hears you.

Your browser joins the call in a moment. The bar above the list says how you are on the call and for how long. Press another of the three to change how you are on the call, or press Leave the call.

You can't join your own call, a call being transferred, or a call while you are on a call yourself. One supervisor at a time can be on a call. While you are on a colleague's call, no other call rings you.

What your colleague sees

Your colleague is told under the call: "Supervisor (your name) is listening.", "is whispering to you." or "joined the call."

An Owner can turn off that notice for Listen only, in Settings, then Calling, under Listening in on calls. Whispering and joining are always said to your colleague.

Some places require that everybody on a call is told it may be listened to, or agrees to it. Whether that applies to your calls, and what you tell your callers, is your organization's responsibility. ContactRoll doesn't give legal advice.

What is kept

Each time a supervisor is on a call is on the call's entry, for example "Supervisor Ben Ortiz listened for 1 min 20 s, then whispered to the member for 30 s", and in the audit log. Nothing of what was said is kept. A recorded call is recorded as before: what the caller hears is in the recording, so a whisper is not.

The supervisor's time on the call is one more of Twilio's calls: Twilio bills it to your account like any other leg of a call.