Calls

In-Call Control

A live call is not a black box. You can mute the agent, whisper instructions, warm-transfer to a human, add a third participant, or take the call over entirely — from the dashboard or the API.

The live call panel

Open Data → Call Logs and click any call with a green Live badge, or watch from Creator → Deploy while testing. The panel shows a streaming transcript, current latency, active tool calls, and the control bar.

Available controls

Control	What it does	API action
Mute agent	Agent stops speaking but keeps listening and transcribing.	mute
Unmute agent	Returns control of the conversation to the agent.	unmute
Say	Speaks a line in the agent's voice immediately, interrupting it if needed.	say
Whisper	Injects a private instruction into the agent's context; the caller never hears it.	whisper
Transfer	Bridges the caller to a human or another agent.	transfer
Add participant	Dials a third number into the call.	add_participant
Take over	You join as a live participant and the agent goes silent.	takeover
Hang up	Ends the call with reason operator-hangup.	hangup

Controlling a call from the API

bash

curl -X POST https://api.katexs.com/v1/calls/cl_889/control \
  -H "Authorization: Bearer $KATEXS_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "action": "say",
    "text": "One moment while I pull up your account."
  }'

Whisper an instruction

json

{
  "action": "whisper",
  "text": "This caller is a Scale-plan customer. Offer priority scheduling."
}

Transfers

Cold transfer — The caller is handed to the destination and the agent drops immediately. Fastest, but the human starts with no context.
Warm transfer — The agent calls the destination first, speaks a one-line summary, then bridges. Set summary_mode: "spoken".
Agent-to-agent — Pass an agent_id instead of a phone number to hand off inside Teams, keeping the transcript and variables intact.

json

{
  "action": "transfer",
  "mode": "warm",
  "to": "+15555550199",
  "summary_mode": "spoken",
  "fallback": "voicemail"
}

Adding participants

Conference in a specialist without dropping the caller. The agent stays on the line as a listener and keeps transcribing unless you mute it. Up to four participants per call.

Every control action is written to the call timeline with the acting user, so transfers and takeovers are fully auditable under Data → Call Logs.

Handoff rules