> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anyreach.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Assist overview

> Human-in-the-loop tools: live monitoring and AI handoff briefs.

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.

## The two pieces

```
                    ┌──────────────────────────────┐
   Live call  ──►   │  Live monitoring (snoop)      │  listen-only audio
                    │  POST /core/conversations/    │  + transcription
                    │       {id}/listener-token     │  (in-app or SDK)
                    └──────────────────────────────┘

                    ┌──────────────────────────────┐
   Phone number ►   │  Handoff portal (AI brief)    │  summary, sentiment,
                    │  GET /core/agent-assist/      │  collected info,
                    │       {phone_number}          │  next steps, transcript
                    └──────────────────────────────┘
```

### 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](/agent-assist/live-listen-sdk) for the client side, and [Conversations live monitoring](/conversations/live-monitoring) for the in-app experience.

### 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:

| Section                 | Description                                                     |
| ----------------------- | --------------------------------------------------------------- |
| `header`                | Caller name, phone number, call duration, and overall sentiment |
| `transfer_reason`       | Why the call needs human attention                              |
| `call_summary`          | 3–5 bullet summary of the call                                  |
| `information_collected` | Key-value pairs gathered during the call                        |
| `suggested_next_steps`  | 1–3 actions, each with a confidence level                       |
| `transcript`            | Full transcript, annotated with markers on key moments          |
| `compliance_flags`      | Compliance concerns, empty if none                              |

See [Handoff portal](/agent-assist/handoff-portal) for the full schema and request details.

## Monitoring is listen-only

<Warning>
  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.
</Warning>

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.

| You want to…                               | Use                              |
| ------------------------------------------ | -------------------------------- |
| Listen to a live call without being heard  | Live monitoring (listener token) |
| Brief a human before they take over a call | Handoff portal                   |
| Actually connect a human to the caller     | Agent warm-transfer tool         |

## Next steps

<CardGroup cols={2}>
  <Card title="Handoff portal" icon="clipboard-list" href="/agent-assist/handoff-portal">
    The AI brief that summarizes a call for the human taking over.
  </Card>

  <Card title="Live-listen SDK" icon="headphones" href="/agent-assist/live-listen-sdk">
    Build listen-only monitoring with a listener token.
  </Card>

  <Card title="Conversations live monitoring" icon="ear-listen" href="/conversations/live-monitoring">
    Snoop on an in-progress call from the conversation detail page.
  </Card>
</CardGroup>