Working the Calls List
The calls list at Dashboard > Calls is your team's shared to-do list for follow-ups. This guide shows you how to claim a call so two people never work the same one, mark it complete when it's handled, and leave notes so the outcome is on record.
Quick Tutorial: Handle a Call From Start to Finish
- Open Dashboard > Calls. Scan for the badges that need attention first: 🚨 Emergency, ⚠️ Urgent, and 📞 Callback (the caller asked to be called back).
- Narrow the list if you need to. Search by phone or name, or use the filter dropdowns -- Direction, Call Type, Urgency, Status (or Outcome, depending on your industry), and Date Range. Clear all filters resets everything.
- Click any row to open the call.
- Click Claim This Call at the top of the call page. You get a green "You're handling this" badge, and your initials appear next to that call in the list. Teammates looking at the same list see that you have it within about 30 seconds -- no reload needed.
- Handle the follow-up: read the summary, play the recording, check the transcript, and call the customer back if needed. (See Reading Call Details for everything on this page.)
- Record the outcome in Your Notes: type a note (for example, "Closed $2,500 job"), click any tags that fit, then click Save Notes. A "Notes saved successfully!" confirmation appears.
- Click Mark Complete. A short toast appears with an Undo button in case you clicked by mistake. The call now shows a green check in the list so everyone knows it's done.
Can't finish it? Click Release instead. The call returns to unclaimed so a teammate can pick it up.
What Each Button Does
| Button | Where | What it does |
|---|---|---|
| Claim This Call | Top of a call page | Assigns the call to you. Teammates see an amber badge with your name, plus how long ago you claimed it. |
| Mark Complete | Top of a call page, after you claim | Marks the call resolved. An Undo toast appears for 5 seconds, then the call shows a green check in the list. |
| Undo | In the toast after Mark Complete | Reopens the call if you completed it by mistake. |
| Release | Top of a call page, after you claim | Returns the call to unclaimed so anyone on your team can take it. |
| Take over | On a call someone else claimed | Moves the claim to you. Use it when the original claimer is out, or when the claim shows "(inactive)". |
| Save Notes | Your Notes card | Saves your note and tags. The button stays grayed out until you change something. |
| Tag chips | Your Notes card | Click to add or remove a ready-made tag: Closed Won, Closed Lost, Follow Up, Quote Sent, Spam, Wrong Number, After Hours, Emergency, VIP. |
| Add | Your Notes card | Adds your own custom tag (pressing Enter works too). Up to 10 tags per call. |
| View | Calls list, Actions column | Opens the call. Clicking anywhere on the row does the same thing. |
| Previous / Next | Below the calls list | Moves between pages without losing your filters. |
| Clear all filters | Filter bar | Removes every active filter and shows all calls again. |
Reading the List at a Glance
| You see | It means |
|---|---|
| Green circle with a check next to a name | The call is completed. |
| Green circle with initials next to a name | Someone has claimed it -- hover to see who. |
| Green arrow by the phone number | Inbound call (they called you). |
| Blue arrow by the phone number | Outbound call (a call placed to them). |
| Pending / In Progress / Resolved in the Status column | Where the call stands (shown on larger screens). |
Tagging calls "Closed Won" or "Closed Lost" with a dollar figure in the note gives you a quick record of what your phone calls actually turned into.
Good to Know
- The page keeps itself current. The calls list and each call page quietly refresh about every 30 seconds, so a teammate's claim or completed call shows up on your screen without reloading. Come back to a background tab and it catches up immediately.
- Your unsaved notes are never lost by the refresh. If you've typed a note or picked tags but haven't saved yet, the automatic refresh leaves your draft alone. The amber "Unsaved changes" badge stays up as a reminder until you click Save Notes.
- It won't refresh while you're typing. The page also skips its refresh whenever your cursor is in a text box.
- Nothing goes to the caller. Claiming, releasing, completing, notes, and tags are all internal. The caller never sees or receives any of it.
- Old claims go quiet. If a claim is more than 30 minutes old, it shows as "(inactive)" -- a sign the claimer may have moved on. It's fine to use Take over.
- Roles matter. Owners and Managers can claim calls and edit notes. Viewers can see who is handling each call and read saved notes, but can't make changes. Roles are set in Settings > Team.
- Notes have room. Up to 2,000 characters per call, plus up to 10 tags.
Common Questions
Why don't I see the Claim button? Your account has the Viewer role, which is read-only. Ask your account owner to change your role under Settings > Team if you need to claim calls.
Someone claimed a call but went home. Now what? Open the call and click Take over. The claim moves to you. Claims older than 30 minutes show "(inactive)" so you can spot these easily.
I marked a call complete by mistake and missed the Undo. Nothing is lost -- the recording, transcript, and notes all stay on the record. Completing a call only marks it as handled.
Can callers see my notes or tags? No. Notes and tags are visible only to your team.