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Live assist listens to a call an agent is handling and writes short suggestions onto their screen. It never speaks. Suggestions on the agent's screen

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Switching it on

Per process and per campaign, off by default — not per organisation. Collections may want it; the switchboard does not, and a tenant-wide flag would stream every internal call to a provider to answer a question nobody asked of it. You also choose which assistant: an agent profile, whose provider, model and brief it thinks with. Its voice and identity are ignored, because it never speaks. A generic listener produces generic advice, which is the fastest way to teach an agent to stop reading the panel.

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Read this before you enable it

It sends the conversation to an AI provider. Every answered call in an enabled process or campaign is streamed for its whole duration and billed per minute. Where you operate, that may be a recording you are obliged to tell people about — this switch does not ask them.
It also opens a second audio path per answered call on a node that allows a limited number of new calls per second in total, shared with everything arriving inbound.

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It cannot be heard

The guarantee is structural rather than configured. An assist session’s audio is discarded at the single point all audio leaves FireTone, so it cannot reach the call even if a provider ignores the instruction to produce none.
Only OpenAI implements assist today. A tenant configured for another provider gets no assist and a clear line in the log — deliberately, rather than a session configured to speak.

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What it costs

Assist opens an ordinary conversation record against the call, so its tokens appear on the call record and in your AI usage exactly as a virtual agent’s do. See what AI costs.