Every call lands in Conversations, grouped by person. Each call shows a short summary, how it ended, how long it ran, and, when it is open, the transcript and a recording.
- In the sidebar open Conversations.
- Search by name or number in Search by name or number, or pick a person from the list. Calls and messages with the same person appear together.
- Open a call card. It is labeled Phone call, Website call, Outbound call or Campaign call, with the time and length.
- Read the summary at the top of the card, then play the recording if there is one.
- Read the transcript below it. The agent's turns and the caller's turns sit on opposite sides, with the time into the call beside each.
What the outcome label means
- Caller ended the call and Agent ended the call say who hung up.
- Appointment booked and Callback requested say what the call produced.
- No answer, Voicemail and Line busy are outcomes of calls the agent placed.
- Ended after no response, Call time limit reached, Could not connect and Call interrupted are calls that stopped for a technical reason.
- In progress means the call has not ended yet.
Narrow the list
Use the Active, Archived and All buttons, the Unread chip, or the Filters menu to pick a Channel, set Assigned to or change the Order. Inside one person's conversation, a Show menu switches between All activity, Calls and each messaging app.
“No transcript” is not always a fault
A call can show No transcript because nothing was transcribed, or because it is not ready yet. A short call, or one nobody spoke on, has nothing to show. Check again in a minute.
Why is there no recording on a call?
The call card says “No recording for this call.” when none was kept. The transcript can still be there.
Where do I see just the calls the agent placed?
Outbound calls show in the same list with an Outbound call or Campaign call label. The callbacks page also lists Recent agent calls; see work the callbacks queue.