Call Whisper is a feature in CallHippo that allows supervisors or managers to give real-time guidance to agents during live calls without the customer hearing. It is commonly used in sales, customer support, and training scenarios to help agents improve their responses and handle calls more effectively.

Benefits of Call Whisper:

  • Real-Time Agent Coaching – Managers can guide agents live without interrupting the conversation.
  • Improved Customer Handling – Helps agents handle objections, upsell products, or resolve issues better.
  • Better Training & Onboarding – New hires can get instant assistance while learning on the job.
  • Increased First-Call Resolution – Agents receive timely support, leading to faster issue resolution.
  • Higher Sales Conversions – Sales teams can close deals more effectively with manager input.

Use Case:

  • A new sales agent is on a call with a potential customer but struggles to handle a pricing objection. The manager uses Call Whisper to guide the agent with the right responses without the customer knowing.

  • A customer support agent dealing with an escalated issue receives live troubleshooting tips from a supervisor to ensure accurate and fast resolution.

Below are the steps to perform call whisper on the CallHippo dashboard:

Step 1: Go to CallHippo’s dashboard - web.callhippo.com.

Step 2: Click on the “Live calls” section.


Step 3: On this panel, you can view all the live calls currently active in your account.




Step 4: To join any live call, click on the “Call Whisper” button, as shown in the screenshot below:




Step 5: Please note your dialer needs to be open. You will receive an incoming call on your dialer once you click on the whisper button.



Upon answering the call, it will become a call between you, your agent and customer on the other line, where you can communicate with the agent without the customer being aware.


FAQs:

Can Call Whisper be used for training new agents or remote teams?
Yes! It’s great for onboarding and coaching, allowing supervisors to guide agents live without disrupting calls—perfect for remote and hybrid teams.

Can the customer hear the manager during Call Whisper?
No, only the agent can hear the manager’s guidance. The customer remains unaware of the whisper conversation.

Is there a limit to how many supervisors can use Call Whisper at the same time?
No

How is Call Whisper different from Call Barging?
With Call Whisper, only the agent hears the supervisor’s guidance, while the customer remains unaware. In contrast, Call Barging allows the supervisor to join the call and speak directly to both the agent and the customer.

Is Call Whisper available for both inbound and outbound calls?
Yes, Call Whisper can be used on any active call, whether inbound or outbound, as long as it is visible in the Live Calls section of the CallHippo dashboard.