# Use call monitoring and whispering

**You must have** [call monitoring and whispering permissions](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718) **to execute these actions.**

To start monitoring a call you must follow these steps:

* In the dashboard or call history option, when you see an active call, you can click on the button **Monitor Call.** This option will only be available if you have monitoring [permissions](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718) and only with phone calls; [live calls](https://tokyapp.zendesk.com/hc/en-us/articles/360020674737) can't be monitored as they are encrypted.

<figure><img src="/files/BgBpBGpxkSmjxPCdjjUP" alt=""><figcaption></figcaption></figure>

* You can also open the **Call Details** window and click on the button **Monitor Call**

<figure><img src="/files/8g7dvaiy33TKVOTiVeW7" alt=""><figcaption></figcaption></figure>

* You will see a call window in **monitoring mode** and you can start listening to the conversation. You can click on **Whisper** if you want to say something to your agent, the customer won't hear anything. You can also click on **Leave Call** to stop monitoring.

<figure><img src="/files/jJj7LUGvNbbcA7viVovS" alt=""><figcaption></figcaption></figure>

* The agent will see that his call is being **monitored** and also will see if the agent monitoring the call enables the **Whisper** option. *This notification can be disabled,* [learn how](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718)*.*

<figure><img src="/files/gscvRji9FG9yo5ephQE7" alt=""><figcaption></figcaption></figure>

* An admin user with **Call Monitoring** permission can open any active call details and see who is monitoring that call.

<figure><img src="/files/CfD2jofkn0jlp5IoVUL3" alt=""><figcaption></figcaption></figure>

If you have any doubts, please contact our support team at <support@toky.co>


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