Softphone & Live Calls

The softphone is HUM's in-browser phone. No desk phone, no extra app — calls happen right in the console with everything you need on screen.

During a call

• Live transcription — both sides of the conversation appear as you talk, so you can scroll back to anything that was said.
• AI assist — HUM surfaces crib notes and knowledge-base answers in real time as the caller talks, so answers are ready before you search.
• Caller context — the matched contact and their full caller history are at hand, including prior calls' reasons, outcomes, and any unresolved issues.
• Controls — mute, hold, and hang up; play voice clips into the call; minimize the call to a corner widget while you work elsewhere in HUM.

Transferring a call

Hand the caller to a phone number, an AI agent, or a free teammate from the transfer menu. When transferring to a teammate you can add a short transfer note — it shows on their incoming-call prompt along with the original reason the caller was routed to a person, so they have the full picture before they say hello. Teammates already on a call are never rung: the caller rolls straight to voicemail or the next available person instead.

Ask Bea mid-call

The Bea assistant stays available during a live call and automatically knows which call you're on. Ask "summarize this call so far" or "draft the follow-up email I just promised" — Bea reads the live transcript and the caller's contact record to do it.

After the call

The finished call lands in Calls with the recording, transcript, and AI summary. Wrap-up notes you add are visible to the whole team.

Requirements

Use a current Chrome/Edge/Safari with microphone permission granted. The desktop app offers the same softphone with native notifications.