Call Whisper and shadow mode: coach live calls without the customer hearing
Listen in on any live call in shadow mode, or switch to whisper mode and talk your rep through it. Only your rep hears you. The customer hears a normal conversation.
What is the Call Whisper feature?
Call whisper lets a manager speak to a rep during a live call without the customer hearing a thing. The rep gets the answer, the price or the next question in real time: no hold, no callback, no handover. With Onoff Business it comes in two modes:
- Shadow: join a live call and listen silently. Neither side knows you’re there.
- Whisper: speak to your rep only. The customer’s side of the line is untouched.
Both run from the Live Calls tab in your admin console, on mobile and desktop. Switch between them mid-call.
Why choose the Call Whisper feature from Onoff Business ?
Whisper mode: coach while the call is still live
Your rep hits a pricing question they can’t answer. Hold, callback, or wrong answer: all three cost you the deal. Join in whisper mode instead, tell them the number, and the conversation carries on. The customer hears nothing.
Shadow mode: live call listening, no interruption
Open the Live Calls tab, pick a conversation in progress, and listen. Neither your rep nor the customer knows you’re there. You hear how the pitch lands and which discovery questions get skipped in ten minutes, instead of an afternoon of recordings.
More features
Somebody leaving the company? Reassign a number to another employee in a few clicks.
Transfer your current business numbers to Onoff Business in a few simple steps.
Buy credit and give your teams the flexibility to call premium numbers and make international calls.
Still coaching from last week's recordings?
Listen to any live call, or whisper the answer to your rep while the customer’s still on the line.
A manager speaks to a rep during a live call, audible only to the rep. The customer hears an uninterrupted conversation. It’s used for coaching: feeding a rep an answer, a price or a next question in real time, without a hold or a callback.
No. Audio from the manager is routed to the rep’s line only.
Shadow is listen-only. Whisper adds a one-way channel to your rep. Both are invisible to the customer.
In whisper mode, yes, they hear your voice. In shadow mode there’s no audible or on-screen signal.
Only users you’ve given supervision rights to, set per role in the admin console. It isn’t available to the whole team by default.
One at a time. The Live Calls tab shows every call in progress; you join whichever one you want.
Live call supervision is available from Advanced upward.
Book a demo and we’ll show you shadow and whisper running on a live line.