Managing Calls

Every call in and out of your business is listed here, with the recording, the transcript and the AI's summary of what happened. Calls happening right now sit at the top of the page, and you can join one.

Live calls#

Calls in progress appear above the history and refresh as they run. Each shows the caller, how long it has been going, the line it came in on, and a badge saying whether the AI or a person is handling it. The Calls item in the sidebar carries a green count of live calls, so you can see one from any page.

Take over#

Take over puts you on the call in place of the AI. Your browser asks for microphone permission the first time.

Once you are on it:

• Mute and unmute yourself
• Give to AI hands the conversation back to the receptionist
• End hangs up

Only one person can take a call over. If a teammate got there first, the card says so rather than letting you both join.

The call list#

The Calls page shows all calls to and from your business. Each call displays:

• Caller Number: The phone number that called (or was called)
• Direction: Whether the call was inbound or outbound
• Status: Current call status (see full list below)
• Date & Time: When the call occurred
• Duration: How long the call lasted
• Quick Info: Icons showing if there's a transcript, appointment booked, or SMS sent

Opening a call#

Click any call to see full details:

Call information#

• Date and time of the call
• Duration
• Call direction (inbound or outbound)
• Which phone number received or placed the call
• Which location was involved

AI summary#

Your AI receptionist generates a brief summary of each call, highlighting:

• What the caller needed
• Actions taken (appointment booked, information provided, etc.)
• Any follow-up required

Transcript#

Read the full transcript of the conversation between your AI receptionist and the caller. The transcript shows:

• What the AI said
• What the caller said
• Timestamps for each exchange

When the call was recorded, the transcript follows the audio as you play it: the current line highlights and scrolls itself into view, so you can jump to the moment you care about instead of scrubbing blindly.

Recording#

Listen to the full call recording directly from the detail page with built-in playback controls. Recordings are available for both inbound and outbound calls.

Voicemail#

If a caller left a voicemail:

• Listen to the recording
• Read the automatic transcription

Appointment#

If an appointment was booked:

• Customer name and contact info
• Service selected
• Date and time
• Assigned staff member

Intake answers#

If your service has intake questions, you'll see the caller's responses here.

Related messages#

Texts exchanged during or after the call appear on the same page, in order, so a conversation that moved from voice to SMS still reads as one thread.

Notes#

Every call carries one free-text note, on the call's detail page. Type into it and press Save, which saves the note and the disposition together. Rewrite it as often as you like.

Notes are visible to everyone on your team who can see the call.

Disposition codes#

A disposition records how a call turned out, so you can count outcomes later rather than re-reading transcripts. Set one from the call's detail page, next to the notes.

Analytics#

Analytics, from the button at the top of the Calls page, opens the visual view of your call performance.

Eight figures across the top: total calls, answer rate, missed, average duration, voicemails, forwarded, appointments and answered.

Four charts under them:

• Daily call volume, answered stacked against missed
• Call status breakdown, as a share of the whole
• Calls by hour of day, which is the one that tells you whether your opening hours match when people actually ring
• Average call duration, trended over time

Exporting#

Export downloads the current list as a CSV. Filters apply, so filter first and you get exactly the rows you want rather than everything.

Outbound calls#

In addition to handling inbound calls, you can make outbound calls directly from the dashboard using the Dialer. Outbound calls appear in your call log alongside inbound calls, with the same detail view including transcripts, notes, and dispositions.

Filtering#

Three controls sit above the list, and Clear resets them:

• Search, which matches a phone number or a saved contact's name
• Status, a multi-select over every call status. Pick more than one
• Date range

What you can do from a call#

From a call detail page, you can:

• Call back: dials the other party through the Dialer, with their number already filled in. Where your organization has no number provisioned yet, it falls back to your device's own phone app
• Write a note and set a disposition, saved together
• Play the recording, with the transcript following along
• Follow the booking, the contact or the message thread through the records shown on the page

Call statuses#

Working with it day to day#

• Skim the summaries rather than the transcripts. A summary is two lines and tells you whether a call needs you.
• Filter to missed calls first thing. Those are the ones costing you money, and the Dialer is one click away.
• Read transcripts when you want to know what people are actually asking. That is where the gaps in your FAQ show up.
• Set a disposition on outbound calls as you go. Doing it later means listening to the call again.