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Sometimes a virtual agent answers first and then hands the caller to you. When that happens, a panel appears above the customer’s details.

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Read the summary, not the transcript

The summary is three sentences: why they called, anything that was verified or collected, and anything they were promised. That is the difference between “how can I help?” and “I see you’re calling about your renewal — let me sort that out.” The person on the line has already explained themselves once, and being asked again is the thing they will remember about the call. The full transcript is behind Show what was said, if you need it. You usually will not: an agent starting a conversation can read three sentences and cannot read twenty-nine turns.
If the summary is missing, the AI did not write one. The transcript is still there. It is not an error, and the call is not different because of it.

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Suggestions while you talk

On some campaigns an AI keeps listening after the handover and writes short suggestions to your screen: a fact you will need, a correction, the next thing worth asking. Only you can see them. The customer cannot hear them, and the AI cannot speak on the call. The newest is at the top and in darker text. If the panel is empty, it has nothing useful to say — which is what it is meant to do rather than a fault.
Not yet verified on a live call. The handover panel and live suggestions is built and covered by tests, but both are built and neither has run against a live call on this installation. FireTone's engineering tracker records this as an open check rather than a passing one. Treat what follows as the design, and expect rough edges the first time you run it.