> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/supervise-webagent.md).
# Supervise WebAgent
Use supervisor functions in WebAgent to listen to and review dialogues.
If you have supervisor permissions, you can use WebAgent to review eligible active dialogues and start a supervisor listen action.
{% hint style="info" %}
Supervisor action availability depends on the connect model, bundle version, dialogue type, configuration, and permissions. For the **Connect** connect model, before DC2023.03, only **Listen** is available, and only for inbound UCC audio calls to an agent. From DC2023.03, **Whisper**, **Talk**, and **TakeOver** are also available for those inbound calls. From DC2025.01, the same Connect supervisor actions are also available on outbound calls in progress by an agent.
{% endhint %}
For the **Unify** connect model, supervision is limited: the supervisor joins unmuted. Do not treat this as silent listening. **Whisper** and **TakeOver** are not available today. See [Compare client experiences](/use/compare-client-experiences.md#supervision-boundaries).
## Before you start
Confirm your connect model and bundle before choosing a supervisor action. For Connect, keep Microsoft Teams available to receive the supervisor call invitation.
If supervisor actions are missing or rejected, ask your contact-center administrator to check your supervisor assignment and calling identity for the target UCC. See [Manage Agents and Supervisors](/contact-center-configuration/manage-agents-and-supervisors.md#supervisor-records). Access to a dashboard alone does not grant call-supervision permissions.
## Start supervisor listen on Connect
1. In WebAgent, open **Dialogues** and the **Connected** dialogues.
2. Select an eligible active audio dialogue and choose **Listen**.
3. Accept the incoming supervisor call invitation in **Microsoft Teams**. Selecting Listen requests the invitation; it does not by itself connect your audio.
4. Once connected, you start in **Listen** mode. You hear the agent and customer, but neither can hear you.
5. Use the available WebAgent supervisor controls to change mode, or select **Disconnect** when finished.
You cannot join a dialogue that is in **Consult**, **Delight Consult**, or already supervised by another supervisor. Check the bundle restrictions above for inbound and outbound eligibility.
## Choose a Connect supervisor mode
The following audio behavior applies to supported **Connect** conversations, not to Unify or Dialogue Workspace. Select the mode in the WebAgent supervisor controls.
| Action | Who hears whom |
| -------------- | ------------------------------------------------------------------------------------------------------ |
| **Listen** | You hear the agent and customer. Neither hears you. This is the initial Connect mode. |
| **Whisper** | You hear both participants. Only the agent hears you. |
| **Talk** | You, the agent, and the customer can all hear each other. |
| **TakeOver** | You and the customer hear each other. The agent hears both of you, but neither of you hears the agent. |
| **Disconnect** | Removes you, the supervisor, from the conversation. This is the action for leaving supervision. |
{% hint style="warning" %}
**TakeOver does not make the agent safe to leave.** The agent's controls are disabled except Disconnect, but the conversation still depends on the agent. If the agent leaves, the conversation terminates.
{% endhint %}
## Leave supervision
Select **Disconnect** in the supervisor controls to leave the conversation. Do not ask the agent to disconnect as a way of ending your supervision.
On Connect, you are also removed automatically if the dialogue is transferred, enters Consult or Delight Consult, or the agent leaves. If the call has changed state or ended, select another eligible dialogue rather than retrying the previous invitation.
## Unify and Dialogue Workspace boundaries
For **Unify**, do not apply the Connect silent-listen procedure or audibility table. The supervisor joins unmuted, and Whisper and TakeOver are not available today.
In **Dialogue Workspace**, **Monitor** shows dialogue details only. It does not join call audio or start these WebAgent supervisor modes. See [Dialogue Workspace](/use/monitor-and-report/dialogue-workspace.md#monitor-details-without-joining-a-call).
## Review contact information
During supervision, WebAgent can show contact and dialogue information for the active conversation. The information available depends on the connected services and your permissions.
## Review previous contacts and timeline
WebAgent can show previous contact and timeline information when those services are connected for your environment. Use this information to understand recent customer interactions before or during a supervisor action.
## Review cases
Case information depends on your customer relationship management (CRM) or customer-data integration. If case information is not visible, your environment may not provide case data to WebAgent or you may not have permission to view it.
---
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