Manage your team

CallableAI treats your team as one roster with two kinds of talent. Humans bring judgment and relationships; Specialists bring infinite patience and perfect consistency. The team tools are about putting each where it wins.

The team board

Team → Board is the live view: every person and Specialist, their current state (on a call, available, off), today's numbers, and anything flagged for review. It's designed for the wall-mounted screen in the office, and for the owner's phone at the kitchen bench.

Roles and permissions

Four roles cover most businesses:

• Owner — everything, including billing, compliance settings and data connections.
• Manager — team performance, call review, campaign and routing control for their team.
• Member — their own queue, calls, and stats; live handoffs from Specialists.
• Viewer — dashboards only. Useful for accountants and (carefully) investors.

Call review and coaching

Every call — human and AI — lands in the same review system. Managers can flag calls, comment on moments in the transcript, and share them to the team. The two highest-value habits:

1. Tag the great ones. A "best of" collection of real calls beats any training manual. New hires listen to how your business actually sounds when it wins.
2. Fix scripts, not people (or robots). When a Specialist fumbles, the fix is a knowledge or script edit that fixes it forever. When a human fumbles, the transcript makes coaching specific instead of vibes-based.

Live tools — listen, whisper (only your rep hears you), and barge — are available to managers on any active call.

Load balancing

Under Team → Overflow, set the thresholds that shift work between humans and Specialists: maximum queue length, maximum wait, and per-person daily caps. Big day? Specialists silently absorb the spike. Quiet day? Route more to the humans who are there anyway. Capacity becomes a setting, not a hiring decision — and the overflow report shows you when it's time for the hiring decision anyway.