---
title: Call Conference
slug: contact-center/call-conference
docTags: 
createdAt: 2025-09-27T12:50:40.825Z
---

# Overview

Call Conference, or a three-way call, enables an agent to add a third person to a live call with a customer. This third person can be another agent, a supervisor, or an external subject matter expert.

# How It Works

While on a two-party call, the agent uses their call controls to initiate a conference. They dial the number of the third person and, once connected, can merge the calls, allowing all three parties to speak with each other.

## Prerequisites

- The agent must be on a live call.

## Steps

- **Initiating a Conference (Agent):** This is a standard feature on the agent's call control panel.
  - **Location:** Agent > Agent Console > Call Control Panel
  - **Action:**
    1. During a live call, click the **Conference** button.
    2. Dial the number of the third party you wish to add.
    3. Once the third party answers, click the **Conference** button again to merge the calls.

# Use Cases

- **Supervisor Assistance:** An agent conferences in their supervisor to de-escalate a call with an irate customer.
- **Language Translation:** An agent conferences in a translator to assist with a customer who speaks a different language.
- **Expert Consultation:** A sales agent conferences in a technical expert to answer a customer's detailed product questions.

## Benefits

- **Real-time Problem Solving:** Allows for on-the-spot collaboration to resolve complex customer issues.
- **Enhanced Agent Training:** A supervisor can join a call to guide a new agent through a difficult interaction in real-time.
- **Improved Customer Satisfaction:** Bringing an expert directly into the conversation provides immediate, accurate answers.