Hold, mute, keypad, transfer and live coaching during a call
Use the controls under a live call you are on: put the person on hold, mute, send keypad tones, transfer, mark do-not-call or ask the AI how to answer an objection.
Where to find it
Calls › Dialer
Open this screen
Steps
- Place or answer a call in Calls › Dialer. The controls appear under the timer while the call is live.
- Press Hold to put the customer on hold (they cannot hear you) and Resume to bring them back. Press Mute to mute your microphone.
- Press Keypad and tap digits to send tones, for example to get through a menu. The digits sent are shown under the keypad.
- Press Transfer and choose a colleague who is available to pass the call on.
- Under Live coaching, type the objection (price, timing, competitor…) and press Ask AI for a suggested reply.
- If the person asks not to be called again, press Do not call.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Hold / Resume | Puts the customer on hold and back. | — |
| Mute | Mutes your microphone; the button shows Muted. | — |
| Keypad | Sends keypad tones on the call. | — |
| Transfer | Lists colleagues who are active and available right now. | — |
| Do not call | Adds the number to your suppression list so it is never called again. | — |
| Live coaching | Type an objection and press Ask AI for one suggested line. | — |
Troubleshooting
"Nobody else is available right now."
No colleague is marked available, so there is nobody to transfer to.
The controls are missing during the call.
They are only for a call a person is on. When your AI agent places the call there is no hold, mute or transfer for you to use.
Tips
- After Do not call the panel says "… will not be called again." The number is then on Settings › Do-not-call & rules.
Good to know
- Live coaching suggests wording; it does not listen to the call.
Related how-tos
- Dialer Call a contact or any number: from this browser, by ringing your own phone first, or by having your AI agent place the call.
- Log the outcome of a call Record how the call went, a callback time and your notes, so the contact's record and the call queue stay up to date.
- Do-not-call & rules Keep the numbers that must never be called, see what the calling rules refused, check a number and its consent, and block unwanted callers.
- Set transfer targets for a line List the people and numbers the AI puts callers through to, with their own hours, and whether the person hears who is calling first.