Call Coaching in Groove

Jump on live calls with your users to listen in or provide guidance while they're on the line.

May 15, 2025
Knowledge

Created Date

5/15/2025, 4:20 PM

Last Published Date

5/15/2025, 4:21 PM

Article

Call Coaching in Groove

This feature uses a conference refractor. You do not need to enable anything to use this feature.

Call Coaching allows a Groove admin or team lead to listen in on any user's ongoing Dialer phone calls, join the call to speak with the prospect, or "whisper" to their team member so that they can provide real-time advice.

Screenshot 2024-01-11 at 2.41.56 PM.png

Requirements for Call Coaching

Only a Groove admin or a Team Lead can listen in to calls
Admins and Team Leads can only listen to calls made by Standard Users
Both the Standard User and the Team Lead/Admin who is "coaching" must have a Dialer license
The Standard User must be on a Groove team (the admin/team lead must select a team or multiple teams whose calls to join)
The Standard User must be on the same Groove team as their team lead

Joining Calls

Select one or more Groove teams to view active calls being made by users on that team:

Screenshot 2024-01-11 at 2.42.33 PM.png

2. The table will update to show active calls that are underway and will hide ended calls, all in real-time. Choose an active call to start listening to:

Screenshot 2024-01-11 at 2.43.06 PM.png

Join the call to be connected to both parties as if you were conferenced in
Whisper to your teammate; the user whose call you're listening to would be the only person who can hear what you say.
Leave the call to return to the table of active calls. If a user ends a call before the admin or team lead leaves it, the call will close for the person who joined.

Screenshot 2024-01-11 at 2.45.05 PM.png

Title

Call Coaching in Groove

URL Name

Call-Coaching