Call Whisper is a powerful live call monitoring feature in CallHippo that enables authorized users, such as Owners, Admins, Managers, and Supervisors, to discreetly join live agent-customer calls and speak only to the agent. The customer cannot hear the whispering user. This makes it a highly effective coaching tool for training, support, and real-time intervention, without impacting the customer experience.
Whether you're onboarding new agents or guiding a support team, Call Whisper allows you to offer help during live calls without interrupting or alarming the customer.
What is Call Whisper?
Call Whisper allows authorized users to silently join a live call between an agent and a customer, just like Call Barging. However, the key difference is:
The authorized user's voice is only audible to the agent, not the customer.
This creates a unique coaching environment where supervisors can provide real-time feedback or guidance without disrupting the customer conversation.
Important Behavior of Call Whisper
Silent Join: When the authorized user joins a live call, neither the agent nor the customer is notified. The call continues uninterrupted.
Agent-Only Communication: The whispering user's voice is audible only to the agent. The customer remains unaware that a third party is on the call.
Live Coaching: The agent can hear and respond to instructions or feedback while still speaking to the customer, enabling seamless support and coaching.
Who Can Use Call Whisper?
Call Whisper is available to the following user roles:
Owner
Admin
Manager (can access the feature only for agents who report to them)
Supervisor (can access the feature only for agents who report to them)
These roles can silently join live calls and offer behind-the-scenes coaching to agents in real time.
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.
Important Note
The Live Calls section displays only manual calls.
As a result, the Call Whisper feature is not supported for auto-dialer calls.
How to Use Call Whisper in CallHippo
To use the Call Whisper feature, follow these steps:
1. Log in to your CallHippo Dashboard.
2. Navigate to the “Live Calls” section.
3. View the list of active, ongoing manual calls.
4. Click the “Call Whisper” button next to the desired live call.
5. Ensure your CallHippo dialer is open. You will receive an incoming call on your dialer.
6. Answer the call to join in whisper mode. Your voice will only be audible to the agent.
How to Enable Call Whisper
No manual activation is required.
Call Whisper is available in limited plans. Please visit the CallHippo Pricing Page to check eligibility and plan details.
Are There Any Extra Charges?
No. Call Whisper is included in the supported plans and does not incur any additional charges.
Troubleshooting: Why You May Not Be Able to Use Call Whisper
Here are some common reasons:
Plan Restrictions: Call Whisper is available only in specific plans. Please check your plan's eligibility on the Pricing Page.
Indian Number Limitation: Call Whisper is not supported for calls made using CallHippo-provided Indian numbers due to telecom regulations.
User Role Requirements: Sub-users must be assigned a supported role (Owner, Admin, Manager, Supervisor) to access this feature. Simply having Live Calls access is not sufficient.
In Summary:
Call Whisper is a discreet and highly effective tool to coach agents in real time, without the customer ever knowing. By silently joining active calls and speaking only to the agent, you can provide support exactly when it’s needed, without interrupting the flow of the conversation. If your plan supports it, take full advantage of this live coaching tool to boost your team’s confidence, skills, and overall call quality.
Frequently asked questions:
Q: Can I coach agents live during their calls without the customer knowing?
A: Yes. With Call Whisper, you can speak to the agent without the customer hearing you. It’s perfect for coaching during live calls.
Q: How do I use Call Whisper?
A: Go to the “Live Calls” section on the dashboard, find a manual call, and click “Call Whisper.” You’ll receive a call on your web dialer—answer to start whispering.
Q: Will the customer hear me when I whisper?
A: No. Only the agent can hear you. The customer won’t be aware that another user has joined the call.
Q: Can I use Call Whisper from my phone or mobile app?
A: No. Call Whisper can only be initiated via the CallHippo web dashboard. The incoming whisper call will land on your web dialer or desktop app, not on mobile apps.
Q: Do I need to enable Call Whisper manually?
A: No. If your plan supports it, the feature is automatically available.
Q: Can sub-users use Call Whisper?
A: Only if they are assigned a role that supports it (Owner, Admin, Manager, Supervisor). Simply having access to the Live Calls module is not enough.
Q: Does Call Whisper work with Auto-dialer calls?
A: No. It works only with manual calls shown in the Live Calls section.
Q: Can Call Whisper be used for training new agents or remote teams?
A: Yes! It’s great for onboarding and coaching, allowing supervisors to guide agents live without disrupting calls—perfect for remote and hybrid teams.
Q: Can the customer hear the manager during Call Whisper?
A: No, only the agent can hear the manager’s guidance. The customer remains unaware of the whisper conversation.
Q: Is there a limit to how many supervisors can use Call Whisper at the same time?
A: No
Q: How is Call Whisper different from Call Barging?
A: 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.
Q: Is Call Whisper available for both inbound and outbound calls?
A: 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.
Still have questions? Contact us at [email protected]. We're happy to help!