Take over a live call: type what Riley says next

When a call is in progress and you want to steer it yourself, you do not have to grab the phone. The Live takeover panel on the call detail page lets you type what Riley should say next, and Riley speaks your text to the caller word for word. You stay behind the scenes; the caller hears one consistent voice the whole time.

How to take over a call

1. Open the Calls page. New calls appear at the top in real time, so a call that is happening right now is easy to spot.
2. Click the live call to open its detail page.
3. Find the Take over the call input in the Live takeover panel.
4. Type the exact line you want Riley to say - for example, a correction, an answer only you know, or a personal note for a regular customer.
5. Send it. You can press Cmd+Enter (Mac) or Ctrl+Enter (Windows) instead of clicking, which is handy when you are typing quickly mid-call.

Riley speaks your text verbatim - exactly what you typed, nothing added or rephrased. That gives you full control over the wording, so write the line the way you would say it out loud.

When takeover shines

• Correcting a fact mid-call: if you hear Riley quote something out of date, feed in the right answer immediately rather than letting the call finish on the wrong note.
• Unusual requests: a one-off situation only you can decide - a special discount, a rush exception, a custom arrangement - can be answered on the spot in your own words.
• VIP moments: add a personal touch for a customer you know well, delivered seamlessly in Riley's voice.

Tips for smooth takeovers

• Keep each line short and natural. One or two sentences at a time sounds far better than a paragraph read aloud.
• Because Riley reads your text exactly as written, spell out anything that needs precise wording, like a price or a delivery time.
• If you spot the same wrong fact on multiple calls, fix it at the source too - edit the knowledge base so Riley stops repeating it. See the article on fixing a wrong fact Riley keeps saying.

Still stuck? Submit a ticket from this help center and we'll take it from there.