Monitor live calls and step in

The Live tab shows every call in progress, with a running transcript. From there you can listen in, quietly guide the AI, speak through it, or take the call yourself. The same page has a dialer for placing calls from your browser. You need at least one assistant answering calls on a connected phone number.

1. Open live calls

1. In the sidebar, open Communication → Calls.
2. Click the Live tab.

The list on the left shows how many calls are in progress. Each call shows the caller, a status badge (Queued, Ringing, Live, Transferring, Ending or Ended) and whether the AI or an Employee is handling it. The page updates on its own, so you don't need to refresh. When nothing is happening you'll see No calls in progress.

Click a call to open it. You'll see:

• Live transcript: what the caller and the AI are saying, line by line.
• What the AI is doing: the actions it's taking, such as checking availability or booking, with a status for each.

2. Listen without anyone hearing you

Click Listen in to hear both sides of the call through your browser. Nobody on the call hears you. Click it again to stop listening. Keep your speakers or headphones on.

3. Guide the AI

• Whisper to the AI: type guidance the caller can't hear, for example "offer them Tuesday instead", then click Whisper. The AI takes it into account in its next replies.
• Say on the call: type a line and click Say it. The AI says that line to the caller.

4. Control the call

Take over a call

1. Click Take over.
2. In Take over this call, check the Phone number. That's the phone AIVA will ring to connect you. It's filled in with your own number when AIVA has one.
3. Click Take over and answer your phone.

The page then says the AI has stepped back and you're speaking with the caller. The call shows as Employee-handled.

Transfer a call

1. Click Transfer.
2. If the assistant has departments set up, pick one under Transfer to. To use any other number, click Use a different number….
3. In Transfer this call, enter the Phone number and click Transfer.

Departments come from the assistant's Handoff tab. See Business hours and call routing.

End a call

Click End call, then confirm End call in End this call?. The caller and the assistant are disconnected immediately. You can't undo this.

5. Place a call from your browser

Use the New Call tab to call someone yourself, or to have the AI call them for you.

Call someone yourself

1. Open Communication → Calls → New Call.
2. Choose I call.
3. Fill in Who to call: pick a contact or type a number.
4. Enter the Reason for the call. It's required, and it's saved with the call.
5. Optional: add a Matter / file (optional) reference.
6. Pick the line to call from under Call from (line / caller ID).
7. Click Call. Allow your browser to use your microphone if it asks.

While the call is running you'll see its status and timer, a Mute / Unmute button, Hang up, and a keypad for phone menus once you're connected.

Have the AI make the call

1. On New Call, choose AI calls.
2. Fill in Who to call and Reason for the call.
3. In What should the assistant do?, write in plain English what to say or ask.
4. Pick the Assistant. Optional: pick a Voice for this call only.
5. Choose what happens under If it cannot reach them: Take a message, Transfer them or Schedule a callback.
6. Click Brief and call.

The assistant always says it's an AI. Numbers on your do-not-contact list, and calls outside 8am–9pm in the assistant's time zone, are blocked automatically.

You can also have an assistant call a number from AI Configuration → Assistants. Click the Dialer Pad button on the assistant's row and enter the number, including the country code.

Troubleshooting

• No verified numbers — sync or buy one under My Numbers.: you need a phone number on your Twilio account that AIVA has verified. See Connect Twilio and a number.
• No assistant has a Twilio-verified number yet — sync or link one in My Numbers.: link a number to an assistant before the AI can place calls.
• I can't hear anything when I listen in: check your browser isn't muted for the dashboard tab, and that your speakers or headphones are on.
• Could not get a voice token.: the browser dialer couldn't start. Reload the page and try again.

Next steps

• Run outbound campaigns to call a whole list.
• Review calls and results after calls end.
• Control what the AI does on its own.