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Reading Call Details

Every call your AI receptionist handles is logged with a detailed record. This guide explains what you see when you click into an individual call.

Opening a Call​

From Dashboard > Calls, click any row in the call list. This opens the full call detail page.

What You Will See​

Call Summary​

At the top of the call detail page, you will see:

  • Caller name -- The name the caller gave the AI (if provided).
  • Phone number -- The caller's phone number. Click to copy.
  • Call type badge -- Color-coded: green (appointment), red (emergency), blue (quote), purple (prescription), gray (general).
  • Urgency badge -- Red (urgent), yellow (medium), green (low).
  • Duration -- How long the call lasted.
  • Date and time -- When the call occurred.
  • Direction -- Inbound (caller called you) or outbound (AI called them).

Caller Information Card​

The AI captures as much information as possible during the call:

  • Name -- First and last name
  • Phone number -- Verified from caller ID
  • Email -- If the caller provided one
  • Date of birth -- For healthcare practices (new patient intake)
  • Reason for calling -- What the caller needed
  • Service requested -- Specific service mentioned
  • Urgency level -- Emergency, urgent, or routine
  • New vs. returning -- Whether the caller is a new or existing patient/client
Not every field will be filled

The AI captures what the caller provides. If someone calls with a quick question and hangs up before giving their name, those fields will be blank. That is normal.

Full Transcript​

Below the caller info card, you will find the complete call transcript. This is a word-for-word record of the entire conversation between the AI and the caller.

  • The transcript is searchable -- use your browser's find function (Ctrl+F or Cmd+F) to search for specific words.
  • Each speaker is labeled (AI vs. Caller).
  • Timestamps show when each segment occurred.

Call Recording​

If you want to listen to the call, use the audio player at the top of the transcript section. You can play, pause, and scrub through the recording.

Appointment Details (If Applicable)​

If the AI booked an appointment during the call, you will see an appointment card showing:

  • Date and time of the appointment
  • Provider -- Which doctor or staff member
  • Reason for visit -- What the caller described
  • Status -- Confirmed, pending, or cancelled

Notes​

You and your team can add internal notes to any call. Notes are visible only to your team -- callers never see them.

To add a note:

  1. Scroll to the Notes section on the call detail page.
  2. Type your note in the text box.
  3. Click Add Note.

Notes are timestamped and attributed to the team member who wrote them.

Claim and Release​

On the Essential and Professional plans, team members can claim a call to indicate they are handling the follow-up.

  • Click Claim to assign the call to yourself.
  • Your name appears on the call card so other team members know it is being handled.
  • Click Release to unclaim the call if someone else should take over.

This prevents two people from following up on the same call without coordinating.

Activity Log​

At the bottom of the call detail page, the activity log shows a timeline of everything that happened:

  • When the call was received
  • If and when SMS follow-ups were sent
  • When the call was claimed and by whom
  • Any status changes
  • Notes added
  • Pipeline entries created

Each entry is timestamped and attributed to either the system or a specific team member.

If this call is linked to other calls (for example, an outbound follow-up call linked to the original inbound call), you will see a Related Calls section:

  • Outbound calls show an "Original Call" link back to the first inbound call.
  • Inbound calls that generated follow-up calls show a "Follow-Up Call" link.

Click any link to jump to the related call's detail page.

Common Questions​

Can I delete a call record? No. Call records are permanent and cannot be deleted. This ensures a complete audit trail for compliance purposes.

Can I edit the transcript? No. Transcripts are generated from the call recording and cannot be modified. They are read-only.

Why is the caller name blank? The caller either did not provide their name or hung up before the AI could ask. The phone number is still captured from caller ID.

How long are call recordings stored? Recordings are retained for 12 months (non-healthcare) or 24 months (healthcare practices). After that, recordings are moved to cold storage per our retention policy.