What Are Call Whisper and Barge?
Call whisper and barge are live call monitoring features for managers. Whisper lets a manager speak to an agent during a call without the customer hearing. Barge lets the manager join the call so all three people can talk. Most systems also offer silent listening, where the manager hears the call without speaking.
How it works in Salesforce
A manager opens a live view of agent activity and picks a call in progress. From there they choose a mode:
- Listen (silent monitoring): hear the call. Neither the agent nor the customer hears the manager.
- Whisper: speak to the agent only, for example to suggest an answer or a next step.
- Barge: join the conversation, for example to handle an escalation or a pricing question.
Because the calls are linked to Salesforce records, the manager can see who the customer is and what has happened on the account while they listen. Whisper is most useful for training new agents on real calls without taking the call away from them.
Example
A new support agent struggles with a billing question. The team lead listens in, whispers the right policy to the agent, and the agent resolves the call without transferring it.
How 360 CTI handles it
360 CTI supports silent monitoring, whisper and barge inside Salesforce, alongside AI call summaries and call recording. See AI Call Monitoring.
Related questions
Follow-up questions
Can the customer hear a whisper?
No. Only the agent hears the manager.
What's the difference between whisper and barge?
Whisper is private coaching. Barge adds the manager to the call so the customer hears them too.
Is monitoring calls legal?
Generally yes for business calls, but recording and monitoring rules vary by country and state, so check the requirements that apply to you.
See how 360 CTI handles this in your Salesforce org.