Managing your calls

In this article, you'll learn where your calls live in the CRM, how to spot missed calls and voicemails, and how to get back to a caller fast. There's no separate call log to dig through. Every call lands in Conversations, in the same thread as that person's texts and emails, so the whole history is in one place.

To see only your calls:

1. 1.In the menu, click Conversations.
2. 2.Click the filter icon to the right of the search box.
3. 3.Click Calls.

Reading the call list

With Calls picked, the list shows every thread that has a call in it. Each row tells you a lot at a glance:

• •The handset icon is green for a call that went through and red for a missed one. A missed call also turns the name and the line under it red.
• •Two circles joined by a line means the caller left a voicemail.
• •Under the name is the time of the call and how long it ran, like "10:04 am, 1 Min 12 Sec". If your line transcribes calls, a short summary of what was said follows it.
• •On the right is the date and a count when something in the thread is unread.

The same filter also offers SMS, Email, Facebook and AI chat. Pick All to go back to everything.

Finding voicemails

Click the Voicemail tab at the top of the list. It shows every call that left a message, newest first, with the caller's name or number, the time and the message length. Unread voicemails have a bold name and a blue dot, and the tab carries a count of them. Opening one marks it read.

If a voicemail's been dealt with, you can hide it. On a computer, hover over the row and click Hide. On a touch screen, swipe the row left. Hidden voicemails leave the list and the count, but nothing is deleted. To see them again, open the filter, tick Hidden, then hover or swipe the row and pick Unhide.

Opening a call

Click any row to open the thread. Each call is its own tile between the texts:

• •The label says what happened: Incoming call, Outgoing call, Missed call or Voicemail, with the length in brackets, like "Incoming call (45 Sec)". Missed calls are in red.
• •If the call was recorded or left a voicemail, there's a player on the tile.
• •The call's summary sits under the player. Click View transcript to read the whole conversation and Hide transcript to fold it away.
• •The ⋮ on a recorded call offers Forward by text, Forward by email and Download.

On a phone-sized screen the tile reads Call, Call • missed or Voicemail instead, with its own play button, a speed button and a forward button.

Getting back to a caller

From an open thread you can:

• •Call back. Click the phone icon at the top of the thread. The call goes out from your business line. If the icon is greyed out, browser calling isn't set up for your company yet.
• •Text back. Type in the message box at the bottom and send. It goes to the same number.
• •Block a caller. In the list, click the block icon on the right of the row. Blocked numbers can't call or text you, and the thread leaves the inbox.
• •Book the work. On a live call you can fill in the job while you talk. See Scheduling a job from a live call.

Seeing a client's calls

When the caller is a saved client, their page keeps a list too.

1. 1.In the menu, click Clients and open the client.
2. 2.Click the Calls tab.

The table shows Date, Direction, Status, Duration, From and To. The tabs are on the computer layout. On a phone-sized screen the client page is laid out differently.

Calls in the phone app

Tap Conversations in the bar at the bottom of the app. The same All, Unread, Voicemail and Starred tabs are at the top. The filter icon opens a Show sheet with Everything, Calls, SMS, Email and Facebook, plus Active, Deleted and Hidden. On the app, Calls keeps the threads whose latest item is a call.

The app also has a Phone page:

1. 1.Open the menu and tap Phone.
2. 2.At the top, pick Call or Text. The green button places a call. In Text mode a message box appears and the button turns blue to send.
3. 3.Below the keypad, switch between the Texts and Calls lists. Each call shows as Incoming or Outgoing with its status and length, and missed calls are in red.
4. 4.Tap a row to load that number into the keypad. For a saved client, the arrow at the right of the row opens their history.

Related articles

• •Listening to call recordings
• •Transcribing and summarizing your calls
• •Scheduling a job from a live call
• •Automatically texting back missed calls
• •Conversations overview