Start a Live Call
Summary
The Live Call workspace is where you start a new conversation, reconnect to an active one, and watch live guidance update while the call is in progress.
Prerequisites
- Live calling is enabled for your workspace.
- Your account and any required phone setup are complete.
- If your team records or transcribes calls, you have confirmed your required notice and consent process.
Start a call
1. Open Live Call
Go to the Live Call workspace.
2. Choose how to begin
Depending on your workspace, you may see one or more of these options:
- New Call
- Call Me
- Join Meeting
- quick-dial shortcuts or recent contacts
3. Start the conversation
If you use New Call, enter or confirm the phone details and begin the call.
If you use Call Me, answer the call to your own phone and complete any required merge steps before live capture begins.
4. Watch the active call workspace
During a connected call, CallCues can show:
- cue cards and live coaching guidance
- live transcript updates
- agenda or call-flow guidance, when an agenda is in use
- conversation metrics
- knowledge base selection or knowledge-backed cues, when enabled
5. Stay aware of status messages
If the app loses connectivity or is reconnecting to the live session, the Live Call page surfaces status messages so you know live data may be delayed.
Expected outcome
You should be in the active call workspace with live guidance updating as the conversation progresses.
Troubleshooting
- If the page stays in a waiting state, confirm that the call has connected and that any required manual merge step has been completed.
- If live guidance is missing, check whether the selected workflow has an associated coach, agenda, or knowledge base.
- If connection warnings appear, wait for the app to reconnect before relying on new live updates.