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

# Live calls and human handoff

> Watch active calls and take over a conversation as a human when it matters.

Watch live calls and step in as a human when it matters.

## The live console

In the portal at [https://portal.usemoss.dev/fa](https://portal.usemoss.dev/fa) the live console shows you what is happening right now across your agent.

<CardGroup cols={3}>
  <Card title="Active calls" icon="phone-volume">
    Live conversations in progress, with a running transcript.
  </Card>

  <Card title="Handoff queue" icon="inbox">
    Requests waiting for a human, oldest first.
  </Card>

  <Card title="Potential leads" icon="bolt">
    High-intent conversations flagged for you to jump into.
  </Card>
</CardGroup>

## Take a handoff

<Steps>
  <Step title="A handoff request appears">
    When a visitor asks to speak to a person or the agent determines a human is needed, a handoff request appears in your queue in the portal.
  </Step>

  <Step title="You acknowledge it">
    Click to acknowledge the request. This reserves the handoff for you and removes it from the shared queue so another team member does not pick it up simultaneously.
  </Step>

  <Step title="You join the call as a human participant">
    Click to join. You enter the call as a human participant and can speak directly with the visitor.
  </Step>

  <Step title="You complete it when the conversation is done">
    When the conversation is finished, mark it complete. The call ends and the lead record is updated with the handoff outcome.
  </Step>
</Steps>

## Potential-lead signals

High-intent conversations surface as signals in the live console before the visitor explicitly requests a human. You can join a signaled conversation to get ahead of the request, or dismiss the signal if you choose not to intervene.

## What the visitor experiences

The visitor experience during a handoff is designed to be smooth:

* While the system is reaching a human, the agent continues helping the visitor and does not promise that a transfer is coming.
* If no team member is available to take the handoff, the agent continues the conversation on its own.
* When you join, the visitor is told they are now connected with the team.