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Agent Assist is two loosely-coupled human-in-the-loop tools. Live monitoring lets an authorized person listen in on a call while it is happening. The handoff portal generates an AI brief that summarizes a call for the human who is about to take it over. They work independently — you can use either, both, or neither.

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The two pieces

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Live monitoring (snoop)

Live monitoring mints a short-lived, listen-only LiveKit token for an in-progress conversation. The token can subscribe to the live audio and transcription of the call but cannot publish audio or data, and the observer is hidden from the other participants. The conversation detail page uses this to power in-app snoop, and the same endpoint is exposed for SDK consumers building external monitoring tools. Listener tokens are only minted for active conversations. If the conversation has ended, the endpoint returns 409. See Live-listen SDK for the client side, and Conversations live monitoring for the in-app experience.

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Handoff portal (AI brief)

The handoff portal looks up the latest conversation for a phone number and runs it through an LLM to produce a structured brief for the human taking over. The response (AgentAssistPortal) includes: See Handoff portal for the full schema and request details.

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Monitoring is listen-only

Live monitoring is strictly listen-only. There is no whisper, no barge-in, and no observer takeover. An observer subscribes to audio and transcription but cannot speak to the caller, the agent, or each other.
The real mechanism for putting a human on the line is the agent’s warm-transfer tool, not the monitoring endpoint. During a warm transfer the agent:
  1. Places the caller on hold with hold music.
  2. Dials a human at the configured transfer_number over SIP into a supervisor room.
  3. Bridges the caller and the human together once the human answers.
Monitoring tells a human what is happening; the warm-transfer tool is what hands the call off.

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Next steps

Handoff portal

The AI brief that summarizes a call for the human taking over.

Live-listen SDK

Build listen-only monitoring with a listener token.

Conversations live monitoring

Snoop on an in-progress call from the conversation detail page.