Watch live conversations and step in when needed
Build a view of the live conversations you are responsible for — AI and human — read any of them without taking them over, and step in when one needs you.
500 conversations, no credit card.
What's in Monitor
- Monitor viewsA saved board of the live conversations you want to watch.
- MonitoringRead a live conversation without changing anything about it.
- Filter TypeTeam, agents, channel, tags, AI status, time, language, or a hand-picked set.
- AI StatusNarrow the board to AI Managed, Human Takeover or Needs Attention.
- Card densityCompact, Normal or Detailed, saved on the view.
- Jump inOpens the conversation in the pane beside the board.
- Listen in on callsJoin an answered call muted, or unmute to whisper to the agent.
- Flag for reviewMark a conversation to come back to, and filter the board to flagged ones.
- Typing indicatorsSee when the customer or the agent is writing.
- Add to monitorPush a conversation into a view from elsewhere in the app.
- Agent StatusWho is available, on a call, wrapping up or offline — on the Dashboard.
See everything happening, right now
A view is a board of the conversations you want to watch, and it fills itself: pick a Filter Type — team, agents, channel, tags, AI status, time, language, or a set you choose by hand — name it, and it keeps updating as messages arrive. Cards can be Compact, Normal or Detailed, each view has its own URL, and one of them can be your default. A conversation you find elsewhere in the app can be pushed onto a view with Add to monitor.
Look in without taking over
Jump in opens the conversation in a pane beside the board, headed Monitoring. You read the whole thread and the customer beside it, and nothing changes — it is not reassigned and nobody is told. From the pane you can flag it for review, open it in full, or press Esc to go back. On an answered call, Listen in on this call puts you on the line muted; unmute and you whisper to the agent, which the caller does not hear.
- Opening a conversation from Monitor assigns nothing
- Flag for review records who flagged it and filters the board
- Listen in works on answered calls, muted until you unmute
- The Listen in on calls permission gates both the page and the call
Know who's available
Agents set themselves to Available, Break, On a Call, Wrap Up or Offline, and the Agent Status card on the Dashboard shows the whole roster at once, with counts for who is online and who is in a call. Beside it sit Queue snapshot — what is waiting on each channel and the average wait — and Live phone activity, with who is in the IVR, in the queue, ringing and on a call.
- Available, Break, On a Call, Wrap Up and Offline
- Queue snapshot: what is waiting per channel, and the average wait
- Live phone activity: in IVR, in queue, ringing, on call
- These three cards live on the Dashboard, not in Monitor
Monitor is a live view onto Conversations and AI Agents. Answered calls from Voice & IVR can be listened in on from the board. Alerting is done with Automation rules, and the numbers behind the day are in Analytics.
See what's happening, step in when needed.
See Atender in action
Try the full platform for free. Or book a demo and we will walk you through it.
500 conversations, no credit card.