📞 Listen, Coach, and Participate features:
Listen Mode - Listen mode allows you to silently listen in to your teams ongoing calls for quality assurance or training purposes. Neither the recruiter nor the contact will know you are listening in, so the conversation will continue to flow naturally.
Coach Mode - Coach your team privately during live calls. Only the recruiter will be able to hear you talking, the contact will not.
Participate Mode - Participate fully in the conversation with both the recruiter and the contact, a three-way conference call.
👥 Who Can Use These Features?
You must have access to the SourceWhale dialer.
You must be assigned as an admin or manager on SourceWhale.
🔍 Viewing Live Calls
Managers can monitor active and completed calls from the Calls page.
Open the Calls page in your SourceWhale account.
You’ll see two tabs:
Past Calls – shows all previous calls.
Live Calls – shows active calls in real time.
Each live call card displays:
The recruiter’s name making the call and contact name they are calling
Call direction (inbound or outbound)
Live call duration
Attendees - if a manager/admin is present on the call in listen/coach/participate mode
⚠️ Only one manager can join a call in listen/coach/participate mode at a time.
🎧 Listen Mode
Listen mode allows you to silently monitor a live call. The recruiter and contact will not be aware that you’re listening.
To join a call in Listen mode:
Go to the Live Calls tab.
Select the active call you want to monitor.
Click Listen.
Once listening, you can switch to Coach or Participate mode if you need to step in.
🗣️ Coach Mode
Coach mode lets you guide the recruiter in real time - only they can hear you. The contact remains unaware of your presence.
To switch to Coach mode:
While in Listen mode, click Coach.
A Coaching banner will appear at the top of the dialer.
The recruiter will also see a notification that you’ve joined in coaching mode.
You can speak directly to the recruiter to coach them without the contact hearing you.
👨💼 Participate Mode
Participate mode allows you to fully join the call. Both the recruiter and the contact can hear and speak with you.
To switch to Participate mode:
While in Listen or Coach mode, click Participate.
A participate banner will appear at the top of the dialer.
The recruiter will see a banner showing that you’ve joined as a participant.
You can speak and participate in the call as normal, both the recruiter and the contact can hear and speak with you.
This mode is ideal for escalations, joint candidate calls, or supporting recruiters during key client conversations.
Stuck or need some help? Click on the chat icon at the bottom right-hand corner to connect with our support team! 💬