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Guides

Supervisor Controls

Supervisor controls let your team monitor and intervene in active AI calls without disrupting the caller experience. Three modes are available: listen, whisper, and barge.

Each mode returns a connection token you use to join the live call audio session.

Modes at a Glance

Mode	You can hear	You can speak to	Caller hears you	You appear in call
Listen	Agent + caller	Nobody	No	No (hidden)
Whisper	Agent + caller	Agent only	No	No (hidden)
Barge	Agent + caller	Everyone	Yes	Yes

Listen

Join a call as a hidden observer. Use this for quality assurance, training review, or compliance monitoring.

Code
curl -X POST https://api.neuratel.ai/v1/voice-sessions/{call_id}/listen \
  -H "Authorization: Bearer nk_live_your_api_key"

Code
import httpx

resp = httpx.post(
    f"https://api.neuratel.ai/v1/voice-sessions/{call_id}/listen",
    headers={"Authorization": "Bearer nk_live_your_api_key"}
).json()

print(resp["mode"])        # "listen"
print(resp["token"])       # connection token
print(resp["server_url"])  # media server URL

Code
const resp = await fetch(`https://api.neuratel.ai/v1/voice-sessions/${callId}/listen`, {
  method: "POST",
  headers: { "Authorization": "Bearer nk_live_your_api_key" }
}).then(r => r.json());

console.log(resp.mode, resp.token);

Response:

Code
{
  "success": true,
  "mode": "listen",
  "call_id": "call_abc123",
  "token": "eyJ...",
  "server_url": "wss://...",
  "supervisor_identity": "supervisor_abc",
  "permissions": {
    "can_hear": true,
    "can_speak": false,
    "can_speak_to_agent": false,
    "can_speak_to_customer": false,
    "visible_to_participants": false
  }
}

**Required scope: analytics:view

Whisper

Coach your agent during a live call. Your voice is sent only to the agent via a private data channel — the caller cannot hear you.

Code
curl -X POST https://api.neuratel.ai/v1/voice-sessions/{call_id}/whisper \
  -H "Authorization: Bearer nk_live_your_api_key"

Code
resp = httpx.post(
    f"https://api.neuratel.ai/v1/voice-sessions/{call_id}/whisper",
    headers={"Authorization": "Bearer nk_live_your_api_key"}
).json()

Code
const resp = await fetch(`https://api.neuratel.ai/v1/voice-sessions/${callId}/whisper`, {
  method: "POST",
  headers: { "Authorization": "Bearer nk_live_your_api_key" }
}).then(r => r.json());

Permissions returned:

Code
{
  "can_hear": true,
  "can_speak": true,
  "can_speak_to_agent": true,
  "can_speak_to_customer": false,
  "visible_to_participants": false
}

**Required scope: analytics:view

Barge

Take over the call completely. The AI agent disconnects and you become the active participant — the caller hears you directly.

Code
curl -X POST https://api.neuratel.ai/v1/voice-sessions/{call_id}/barge \
  -H "Authorization: Bearer nk_live_your_api_key"

Code
resp = httpx.post(
    f"https://api.neuratel.ai/v1/voice-sessions/{call_id}/barge",
    headers={"Authorization": "Bearer nk_live_your_api_key"}
).json()

Code
const resp = await fetch(`https://api.neuratel.ai/v1/voice-sessions/${callId}/barge`, {
  method: "POST",
  headers: { "Authorization": "Bearer nk_live_your_api_key" }
}).then(r => r.json());

Permissions returned:

Code
{
  "can_hear": true,
  "can_speak": true,
  "can_speak_to_agent": false,
  "can_speak_to_customer": true,
  "visible_to_participants": true
}

The agent disconnects when you barge in. Use this for escalation scenarios where the AI cannot resolve the issue.

Required scope: analytics:hangup

Finding Active Calls

Before joining, get the list of active calls:

Code
curl https://api.neuratel.ai/v1/voice-sessions/active \
  -H "Authorization: Bearer nk_live_your_api_key"

Code
active = httpx.get(
    "https://api.neuratel.ai/v1/voice-sessions/active",
    headers={"Authorization": "Bearer nk_live_your_api_key"}
).json()

for call in active["calls"]:
    print(call["id"], call["agent_id"], call["status"])

Code
const { calls } = await fetch("https://api.neuratel.ai/v1/voice-sessions/active", {
  headers: { "Authorization": "Bearer nk_live_your_api_key" }
}).then(r => r.json());

Using the Connection Token

The token in the response authenticates your connection to the live call audio session. Use it with the Neuratel web SDK or compatible WebRTC client to join the audio.

Related

• Calls & Sessions — call types and lifecycle
• Monitoring — real-time call tracking
• Analytics — post-call analysis and reporting