> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/monitoring/voice-and-chat.md).

# Voice and Chat

The live view: the conversations happening at this moment, what each one is about, and which of them need somebody.

<figure><img src="/files/8ofbnQVY4eQNT1lFDhPL" alt="The live console showing four conversations side by side"><figcaption><p>Four conversations at once — enough of each to work in</p></figcaption></figure>

## Reading it

The queue down the left is everything in progress, ordered so that the ones needing attention are at the top. **Needs attention** is not a guess about volume: it is raised by what is happening in the conversation — a caller asking for a person, sentiment falling away, language that suggests a complaint or a safeguarding concern.

The panels to the right are the conversations you have chosen to watch. Each shows the exchange as it happens, and where the assistant is handling it, the reply it intends to send before it sends it.

**Take over** puts you in the conversation in place of the assistant. **Take over and use this** does the same but sends the suggested reply as your opening — which is usually what you want, since the suggestion already has the context.

## Choosing how much to see at once

The **Focus** control decides how many conversations are on screen. Four is the working view: enough of each conversation to read it properly and step in.

Twelve turns the console into a wallboard — many small tiles for awareness across the top, and one full-size conversation underneath, which is where replies are actually typed. Clicking a tile moves it into that full-size panel.

<figure><img src="/files/ZkDzrK3qKjfU1M6z1aZH" alt="The live console in wallboard mode, twelve conversations across the top and one full-size below"><figcaption><p>Twelve at once — awareness across the top, the conversation you are working in below</p></figcaption></figure>

The wallboard suits a screen on the wall, or a supervisor watching the floor rather than handling conversations. The four-up view suits somebody actually answering them.

## Sample data

The console can be filled with sample conversations, which is the honest way to see what a busy console looks like on a quiet day, or to show somebody the tool without waiting for real traffic. A banner makes it clear while it is on, and one click returns to the live feed. Nothing is written and no real conversation is affected.