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.
Coach the call while it’s still happening
Without live supervision, managers only find out what went wrong once the call is over, often days later on a recording. Onoff Business lets you listen in and guide your reps in real time, without the customer hearing a thing.
- Feedback comes after the call, often too late
- Deals slip while the manager isn’t on the line
- New reps learn by trial and error
- Coaching depends on what reps report back
- Listen to live calls in Shadow mode, unnoticed
- Whisper advice to your rep, unheard by the customer
- Step in at the key moment to save the deal
- Coach from real calls, as they happen
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.
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.
What is a call whisper?
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.
Can the customer hear the whisper?
No. Audio from the manager is routed to the rep’s line only.
What's the difference between whisper mode and shadow mode?
Shadow is listen-only. Whisper adds a one-way channel to your rep. Both are invisible to the customer.
Does the rep know I've joined?
In whisper mode, yes, they hear your voice. In shadow mode there’s no audible or on-screen signal.
Who can whisper on a call?
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.
How many calls can I listen to at once?
One at a time. The Live Calls tab shows every call in progress; you join whichever one you want.
Which plan includes call whisper?
Live call supervision is available from Advanced upward.
Can I try it before buying?
Book a demo and we’ll show you shadow and whisper running on a live line.