If you want to monitor live calls and provide feedback to teammates for training and performance management, turn on call listening for your workspace.
This feature requires the Expert plan.
Enable call listening
First, go to Settings > Channels > Phone and enable call listening by toggling on "Allow roles with this permission to listen in on calls".
If you're on the Advanced or Essential plan, you'll need to upgrade to Expert to enable call listening.
Call listening permission must then be assigned to teammates by navigating to Settings > Workspace > Teammates > Roles and selecting the specific role(s) who need permission.
From the Inbox permissions dropdown select the "Can listen on calls" permission. 👇
Scroll to the top of the page and click Apply changes.
Listen to calls
For calls in progress, eligible teammates (for the role you enabled above) will see the option to Listen in when viewing the conversation in the Inbox.
Once you click Listen in, you will see the call modal change to "Listening mode". To stop listening to the call, click Stop listening.
While in listening mode:
You can only listen, not engage with others on the call.
Your workspace status will change to "coaching".
You can continue working in other parts of the Inbox while in listening mode.
View calls in progress
To make it easier to access all calls currently in progress, create a specific view for those conversations in your inbox.
Click Create view in the "Views" section of the left-hand side menu.
Use the following filters for all in progress calls:
"Last inbound call state" is In progress
"Last outbound call state" is In progress
This view makes it much easier to navigate to all conversations that are available for monitoring.
Troubleshooting the "Listen in" button
If the Listen in button isn't working, it's most likely a microphone permission issue. Work through the steps below to get it sorted.
Note: Microphone access is required to use the Listen in feature, but your browser may not prompt for it automatically. Check your browser and operating system permissions if the button isn't responding.
Check browser permissions
Look for a camera/microphone icon in your browser's address bar and make sure access is allowed. If prompted, click Allow when your browser asks for microphone access.
Update browser settings
If the address bar doesn't show a prompt, check your browser settings directly. In Chrome, go to Settings > Privacy and security > Site settings > Microphone and make sure the site isn't blocked.
Check operating system permissions
Your operating system may also be blocking microphone access:
Windows: Go to Settings > Privacy > Microphone and make sure your browser is allowed.
macOS: Go to System Preferences > Security & Privacy > Privacy > Microphone and make sure your browser is checked.
Check your device
Make sure your microphone is connected and working. Try unplugging and replugging it, or switching to a different microphone if you have one available.
Reload and retry
After changing any permissions, reload the page and try clicking Listen in again.
Try a regular browser window
Some browsers restrict microphone access in incognito or private mode. If you're using one, switch to a regular browser window and try again.
Still having trouble?
Try a different browser or device to rule out a local issue. If you're using an embedded webview (in a mobile app), note that some platforms don't support microphone permissions and if that doesn't resolve the issue, reach out to our Support team.
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