How to Live Listen and Whisper in Onyx

Last updated: January 5, 2026

Ensure you are in a profile that allows for coaching.
Find the call you want to listen to
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You can now listen to the call and whisper to the agent

If you unmute and whisper to an agent, the customer will NOT hear it, only the agent.

When you leave the call, both the agent and customer will continue (you leaving the call does NOT hangup the call).

Common problems:

You need to ensure you have mic / headset permissions configured correctly. If you do not, then Onyx may prevent you from listening to calls. This would show up as all of the ear-shaped 'listen' icons as gray, and you likely would have a red mic icon in the top left indicating the browser does not have microphone permissions.

See this article on how to fix it.