Calls
Last Updated: 2026-05-24
What is the Calls Page?
The Calls page is a complete log of every call your agents handle. Use it to review conversations, listen to recordings, read transcripts, and follow up on anything that needs attention.
Viewing Calls
Your call log shows all calls in reverse chronological order (newest first). Each entry displays:
| Column | Description |
|---|---|
| Caller | Phone number or name of the person who called |
| Agent | Which agent handled the call |
| Duration | How long the call lasted |
| Type | Regular call, test call, or missed call |
| Status | Whether the call completed or is still in progress |
| Date | When the call came in |
Use the search bar to find specific calls by caller name or phone number.
Call Details
Click on any call to see the full details:
- Recording — Listen to the call audio directly in the dashboard
- Transcript — Read the full conversation between the caller and your agent
- Request — If the call created follow-up work, you'll see the linked request
- Customer — The caller profile connected to the call
- Agent — Which agent handled the call and from which number
- Location — The location associated with the number that received the call
Call Types
| Type | Description |
|---|---|
| Regular | A real inbound call from a customer or prospect |
| Test | A call you made using the agent sandbox to test your agent |
| Missed | The call was not answered — the caller hung up or the system couldn't connect |
Call Status
| Status | Description |
|---|---|
| Completed | The call finished normally |
| In Progress | The call is currently active (or was interrupted before completion) |
Calls stuck as "in progress" for more than 30 minutes are automatically marked as completed.
Filtering & Search
Filter your calls by:
- Date range — narrow down to a specific time period
- Agent — see calls for a specific agent
- Call type — regular, test, or missed
- Status — completed or in progress
Permissions
Super Admins and Admins can review calls across the business. Members can review calls that are visible through their assigned customers, requests, and location access.
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