Manage your team

CallableAI treats your team as one roster with two kinds of talent. Humans bring judgment and relationships; AI Voice Agents 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 AI Voice Agent, 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 AI Voice Agents.
• 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 an AI Voice Agent 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 AI Voice Agents: maximum queue length, maximum wait, and per-person daily caps. Big day? AI Voice Agents 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.