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Real-Time Call Coaching

Discover the <Conference> verb's "coach" attribute.

To get started, set up a conferencing LāML application using the base <Conference> verb. Your application should hold a list of the call SIDs for the participants you would like to coach. If you need to retrieve the list, there is a simple endpoint that will give you the necessary SIDs.

Once you have the agent’s call SID, to get a new caller to be the coach, just set the coach attribute on the <Conference> verb you return to them and they will be able to listen into the call and whisper to the agent.