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Calls lists every phone and browser call, inbound and outbound, newest first. Live calls sit at the top.

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Find a call

Search by name, number or words from the conversation, or filter by agent, direction, outcome, date, length, mood or tag. Save a set of filters as a view (like “Missed calls this week”) to come back to it in one click. Views can be shared with your team.

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What’s in a call

Open any call to see:

Summary

A few lines on what happened, the outcome (like “booked”), the caller’s mood, and anything they asked for, such as a call back.

Recording

Listen to the whole call, including any transfer or teammate who joined. Recording is on per agent.

Transcript

Every turn, word for word, with who said it and when.

Details the agent collected

The caller’s name, email and anything else you asked the agent to note.

Tool runs

What the agent looked up or booked during the call, and what came back.

Timeline

Ringing, answered, transfers, teammates joining, hang-up.
Add notes for your team, tag calls, and mark them reviewed. Calls that need a look (an upset caller, an unanswered question) are flagged for review.

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Make a call

Click Make call, enter the number, choose the agent and the number to call from, then:
  • Call now to dial straight away. You can watch it live, or close the window and the call carries on.
  • Schedule call to pick a time. See Scheduled calls.
The agent opens with its outbound greeting. Tell it why it’s calling in its instructions, so it can answer “Why are you calling me?”.

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Export

Download the calls you’ve filtered as a CSV file for a spreadsheet or your CRM.

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Who sees what

What each person can see depends on their role: members see their own calls, managers see their branch, and owners and admins see everything. Recordings and transcripts are kept from the billing and viewer roles. Every time someone reads a transcript, it’s noted in the audit log.

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Block a number

Add numbers you must never call to your suppression list. Agents will refuse to call them, even if someone tries.