Live Assist

Real-time assistance for customer calls coming through CloudTalk.

Start a new call? This ends the current one.
Waiting for a call. When a call comes in on CloudTalk, open the CS Assist extension and press Start capture. The live transcript appears here.
—

Your recent calls

Simulation running 00:00

Test

Run a scripted simulation or push-to-talk mic test against the live AI pipeline.

Simulate Call

Replay a scripted conversation to test AI responses. Uses Claude Direct Sonnet 4.6.

One turn per line. Prefix with customer: or rep:.

Live Mic Test

Use your microphone with push-to-talk to test the transcription and AI pipeline.

Hold C while the customer speaks, R while the rep replies. Press Space to Get Answer.

Bulk Case Tester

Run batches of test queries through the real pipeline — Call Assist (full rep KB, exactly as Get Answer) or the Chatbot. Claude Direct claude-sonnet-4-6. No scoring, just verbatim output and timings.

Model
claude-sonnet-4-6
Prompt

Cases

JSON array of { "id": string, "turns": [string, …] }. Single-turn cases have one string in turns.

Chat

Ask the knowledge base anything between calls.

Ask a question to get started.

Chat inbox

Live customer conversations.
Select a conversation
Select a conversation

Tasks

Everything the team needs to action, raised from chat.
Loading…

Bookings

Calls customers have booked with the team.

Your calls, soonest first.

Loading…

Call Logs

Review and analyse past customer interactions.

Total Calls
—
Avg Duration
—
Total Get Answers
—
KB Version
—
DateRepDurationTranscriptAI AssistsKB
Loading…
—

Chat Logs

Conversations a customer wrote in. Switch the engagement filter to include the ones where nobody typed. All dates UTC.

Conversations
—
across the whole filter
Engaged
—
a customer wrote at least once
Tasks raised
—
conversations with a task
Safety stops
—
none in this range
Range
From (UTC)
To (UTC, inclusive)
Started (UTC)MessagesStatusFlagsTasksSnippet
Loading…
—

Knowledge Base & Prompts

Nothing changes for anyone until you publish.

Customer-facing. Families see answers built from this.
Live version
Loading...
 
Draft
Loading...
 

Version history

VersionPublishedByWhat changed
Loading...

Team Management

Manage access for support representatives and administrators.

0 Total Members
UserRoleStatus
Loading…

Account Settings

Update your profile and password.

Profile

Change Password

    Live transcript

    Waiting for speech...

    AI Assist

    Press Get Answer when you want suggestions for what the customer has said so far.
    No new transcript