Your calls and contacts

The Conversations tab lists every call the agent has taken, newest first.

Most people scan for anything unusual and open those. A very short call is often someone who hung up on hearing an unfamiliar voice. A very long one is either a complicated request or the agent going round in circles on a fact it doesn't have.

Search is the fastest way back to a call you half-remember, because it looks inside the transcripts. Type what was said — a street, a part name, a price someone quoted — and you get the calls it was said in. It also matches the number, the contact's name and the summary.

Date presets sit alongside it: today, last week, last month, last year, or a custom range. The filter button to the right holds the rest — "Needs callback", and on agents with non-billable calls, a usage filter. While anything is filtering you get a count of what matched and a Clear control, which is worth reaching for if a call you expect to see isn't there.

Opening a call and coming back keeps your place: the page you were on and whatever you'd filtered to are both still there.

If the list is empty on an agent that should be taking calls, start with nobody answered the call.

What came out of a call

The last column says what the call produced, so you can scan for the ones that need you without opening anything:

These are the same four the notification bell shows, and they always agree — one rule decides both.

Inside a call

The transcript is the conversation turn by turn. It's tidied up after the call, so one you open seconds after hanging up reads rougher than it will a few minutes later. Accuracy is good on a clear line and worse on a bad one; poor signal, background noise and speakerphone all degrade it, and names suffer worst.

The recording sits above the transcript. The transcript is faster for almost everything, but the recording is worth it when tone matters, when the transcript is garbled, or when you want to hear how the agent sounds rather than what it said.

The summary is the short written account: who called, what they wanted, what was agreed. It takes a minute or two after the call ends. Because it's generated from the transcript, a badly transcribed call produces a weaker summary, so read the transcript before assuming the agent misunderstood the caller.

If a callback was requested, the reason sits under the summary in the agent's own words — "caller wants to speak to a manager about a reschedule". That line is usually enough to decide who should ring back and what they need to know first.

On Dialup Desk, an appointment the call touched appears under the summary as a card: the service, the time and who it's for, without going to the calendar to look. The link to the calendar is still there for when you want to move it.

Contacts

The Contacts tab lists everyone who has called. You don't create contacts: one is made automatically per phone number, the first time that number rings. Contacts are on every plan.

On a first call the agent doesn't know who's ringing. If the caller states their name, it saves it against their number. From then on the agent knows the name before it answers and uses it naturally: "Good morning, Jānis". For a regular customer that's the difference between sounding like a switchboard and sounding like your business.

A caller who never gives a name shows as Unnamed, and you can fill it in yourself. Calls from a withheld number can't be tied to a contact at all, so the agent starts those without a name.

A contact's panel holds their details, every call they've made, and on Dialup Desk their appointments. The call history is the view you want before ringing someone back.

The name is editable, and your edit wins. The agent uses it on future calls, and if a caller corrects their name during a call the agent uses that correction for that call only rather than overwriting what you've saved. A one-off mishearing shouldn't rewrite a customer record.

Fixing a mis-heard name is the most useful correction you can make here, because it's what the agent will say out loud next time that person rings.