---
title: "Listen to live calls from Coaching Teams"
slug: "listen-to-live-calls-from-coaching-teams"
updated: 2026-10-15T01:10:32Z
published: 2026-10-15T01:10:32Z
canonical: "help.servicetitan.com/listen-to-live-calls-from-coaching-teams"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Listen to live calls from Coaching Teams

## Overview

DialPad allows administrators to create coaching teams for the new employees to monitor their performance and check for training opportunities. The listen-in feature lets administrators quietly observe ongoing calls and guide the trainees through their first experience.

---

### 

#### Who uses this feature

- Administrators
- Applies to all business types

#### Feature configuration

- To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Things to know

- You need at least one coach per team. If no coach is assigned to a coaching team a trainee call will not be considered a team call and will not appear in a call history or analytics search for that team.
- Administrators can be coaches for multiple teams, but trainees can only be part of one team.
- Only administrators and coaches can listen to the coaching team's live calls.
- The callers are not notified that the call is being monitored.
- While listening to a call, you can start or stop recording, put the call on hold, end it, and see the *Real-time transcript*. However, this will only impact your side of the call and not the agent's.

## Add coaches and trainees to coaching teams

1. Go to your [DialPad](https://dialpad.com/) account.
2. Click **Admin Settings**.
3. Select **Coaching Teams** and choose the coaching team you want to edit.
4. In the *Coaches and Trainees* section, select **Add members to your Coaching Team** and search by name. ![Interface for adding members to a coaching team in Titan Home Services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-coaching-teams-image-9qxvffv4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A02Z&se=2026-10-31T02%3A47%3A02Z&sr=c&sp=r&sig=zwfnBazIM9vjCZViU%2BUIotAZ8MM%2Btuj65HFbdA2pdt8%3D)
5. Click the user's name to add them as a coach or a trainee.
6. Once the user is added, select the *User Type* for them.

## Give listen-in permissions to trainees

1. In [DialPad](https://dialpad.com/), click **Admin Settings**.
2. Click **Coaching Teams** and select the coaching team you'd like to view.
3. In the *Coaches and Trainees* section, select **Listen-in** for the trainees you want to let join the calls. ![Coaching team management interface showing coaches and trainees with user types listed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-coaching-teams-image-44r5tx39.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A02Z&se=2026-10-31T02%3A47%3A02Z&sr=c&sp=r&sig=zwfnBazIM9vjCZViU%2BUIotAZ8MM%2Btuj65HFbdA2pdt8%3D)

> [!NOTE]
> **Note:** Administrators can not have their listen-in privileges revoked.

## Listen in on a coaching team call

1. Go to your [DialPad app](https://dialpad.com/app).
2. Choose **Coaching Teams** and select the coaching team you'd like to monitor. ![User interface showing Coaching Team details and navigation options for trainees.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-coaching-teams-image-yaj640u0.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A02Z&se=2026-10-31T02%3A47%3A02Z&sr=c&sp=r&sig=zwfnBazIM9vjCZViU%2BUIotAZ8MM%2Btuj65HFbdA2pdt8%3D)
3. Go to **Live Calls** and select **View Call** next to the call you'd like to monitor. The *Real-time transcript* flyout opens.
4. Click **Listen in** to join the call.

## Want to learn more?

- See [Set call routing rules for call centers](/construction/docs/set-call-routing-rules-for-call-centers)

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)