Calls and follow-ups

Open Calls to review conversations and missed calls. Start with calls needing follow-up, then check the details before contacting a customer.

Read a call record

A completed call can include its time, duration, caller details, outcome, summary, transcript, recording, and suggested next step. Some fields may be unavailable if the call ended early or processing did not complete. A missed call may contain a reason without a transcript.

Summaries help you scan the list. Check the conversation when a detail affects a quote, booking, complaint, or urgent request. Caller-provided details can be incomplete or incorrect.

Follow up deliberately

1. Open the call and confirm the request and callback details.
2. Read the proposed next step and decide what your business should do.
3. Contact the caller through your normal business process.
4. Keep your team’s record of the outcome consistent with the call.

An appointment request is not a confirmed booking. A notification being sent is not proof that a teammate has read it. Check the connected system when a released integration performs an action.

Test calls and missed calls

Test calls help check agent behavior and use minutes. Keep them distinct from real customer work. For missed calls, inspect the reason and fallback route before assuming the caller hung up voluntarily. When our service could not answer, for example because platform capacity or your plan’s call limit was reached, the call was forwarded to your fallback number when one is set and you get a missed-call email.

Block unwanted callers

Open a call from the number and choose Block this caller, then confirm. Future calls from that number are declined: the caller hears that you can’t take the call right now, no minutes are used, and you are not notified. The call shows Blocked with an Unblock action you can use at any time.

A number that calls many times in a short period is also turned away for a while with “please try again later”. Those calls use no minutes and do not send alerts. The call record states the reason.

Retention and access

Call-content retention depends on the plan. Handle exported information according to your business’s access and retention practices. For a privacy request, contact support rather than assuming a self-service deletion control exists.