Listen, Whisper & Barge
Coach the Call While It’s Still Live.Listen in, whisper to the rep, or use call barging to join the call outright.
Pick any live call and listen in silently, whisper advice only your rep can hear, or join the conversation outright. Switch between the three without dropping the call or ringing anyone again, so you can step in the moment a deal or an upset customer needs you.
- Listen, whisper or barge
- Customers never hear whispers
- No re-dialing between modes
How a call moves through it
- Pick a live callFrom the live calls board
- Listen inHear both sides, silently
- Whisper to the repOnly your rep hears youBarge inThe customer hears you too
- The call stays upNever dropped, held or re-dialed
Help on the Call, Not After It.
Hear a call going sideways and whisper the fix, instead of reading about it in tomorrow’s review.
Whisper audio goes into your rep’s ear only. It never reaches the conversation, so the customer hears nothing.
Barge in when a call needs you. Nobody is put on hold, transferred or rung again.
Sit in on a new hire’s live calls in listen mode, and step in only if they need you.
From the Board to the Call.
Open the Live Calls Board
See every call in progress, who is on it, the queue it came through and how long it has run.
Pick a Call and a Mode
Choose listen, whisper or barge on the row. Your phone rings, answers itself, and you arrive in that mode.
Switch as the Call Changes
Move between listening, whispering and barging from the call bar, without dropping or re-dialing anything.
Listen, Whisper or Barge, on the Same Call.
Start in any mode and switch mid-call. Only barge is heard by the customer.
Hear both sides silently. Nothing is added to the call, and no badge or announcement tells anyone you are there.
Speak to your rep only. Your voice goes into their ear and never crosses into the conversation.
Join the conversation outright. The rep and the customer both hear you, and the call carries on.
What Is Call Barging, and How Is It Different from Whisper?
Call barging is when a supervisor joins a live call so both the rep and the customer can hear them. It is one of three live coaching modes, alongside silent listening and call whispering, where only the rep hears the supervisor.
In Adoptiv, all three run on one supervisor connection. You start from the live calls board, pick a call and a mode, and your own phone rings and answers itself. Silent call monitoring adds nothing to the call: no badge on the rep’s screen and no announcement to the customer.
Whisper coaching goes into the rep’s side of the call only, which is why the customer cannot hear it. Barge adds your voice to the customer’s side as well. That is the whole difference, so you can move between listen, whisper and barge mid-call without re-dialing, holding or dropping anything.
The rep’s own call recording carries on underneath while you coach. Supervisor access is limited to admins and users with telephony access, and it is checked against each call before you join, so live call coaching stays with the people you trust to do it. Because changing mode never touches the call, you can start silent, whisper a pointer, and barge only if the call needs you.
Live Call Coaching, Built into the Phone System.
Hear both sides of any live call without adding anything to it.
Talk your rep through a tough moment. The customer never hears it.
Join the call openly when it needs a manager on the line.
Change from listen to whisper to barge without ringing anyone again.
For Managers Who Coach on Live Calls.
Live Call Coaching vs Reviewing Recordings Later.
| What | Reviewing recordings after the call | With Adoptiv |
|---|---|---|
| When you help | Reviewing recordings after the call: The next day, after the call is over | With Adoptiv: During the call, while it can still be saved |
| What the customer hears | Reviewing recordings after the call: Nothing, but the moment has passed | With Adoptiv: Nothing in listen or whisper; you, if you barge |
| Stepping in | Reviewing recordings after the call: Not possible | With Adoptiv: Barge in on the same connection |
| New rep training | Reviewing recordings after the call: Feedback on calls already lost | With Adoptiv: A word in their ear on the live call |
| Spotting patterns | Reviewing recordings after the call: Good for this, across many calls | With Adoptiv: The recording keeps running for that too |
Listen, Whisper & Barge Questions, Answered.
What is call barging?
Call barging lets a supervisor join a live call so both the rep and the customer can hear them. It is the step after listening and whispering, for when a call needs a manager on the line.
What is call whispering?
Call whispering lets a supervisor speak to the rep during a live call without the customer hearing. In Adoptiv the whisper goes into the rep’s side of the call only and never crosses into the conversation.
Does the rep know when I am listening?
Not in listen mode: there is no on-screen indicator, and the customer hears no announcement. Let your team know you coach this way, so it is never a surprise.
Can I switch from listening to barging mid-call?
Yes. Change modes from the call bar at any time. You are never rung again, and the call underneath is never held or dropped.
Who can listen, whisper and barge?
Admins and users with telephony access. Permission is checked against the call before you join it.
What is the difference between whisper and barge?
Whisper is heard by the rep only. Barge is heard by the rep and the customer. Both run on the same connection, so you can move between them mid-call.
Where do I start listening from?
From the live calls board, one row at a time. Once you are on the call, the call bar is where you switch modes.
Does the customer know a supervisor is listening?
No announcement is played and nothing is added to the call in listen or whisper mode. The customer only hears you if you barge.
Is silent call monitoring legal?
Rules on monitoring and recording calls vary by state, and some states expect every party to consent. Adoptiv plays no announcement for you, so add your own notice where it is needed. This is general information, not legal advice.
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