Make and Take Calls

Place and answer calls from your browser, then review history, recordings, transcripts, and summaries on the Calls page. A call can also become a lead.

Place a call

Start from the Calls page, with a saved contact or a typed number.

1. Select the icon button named New call.
2. Search for a saved contact, or type a number.
3. Select the contact, or select the row that starts with Call for a typed number. The call starts right away.

While the call rings or connects, the call panel shows Hang up, plus icon buttons named Mute or Unmute and Keypad.

Note: The panel stays open while a call rings or connects.

Answer an incoming call

Incoming calls open a screen you cannot dismiss, so answer or decline there.

1. Check the caller's name, which reads Unknown when no contact matches the number.
2. For a saved contact, check Last visit and Open invoice under the name when they appear.
3. Select Accept to answer, or Decline to turn the call away.

After you accept, the call panel shows the call's controls.

Review call history

Each row on the Calls page is one call, with its status label.

1. Select a row to open its details.
2. Select the note area under Notes, then type. It saves when you leave the field or select Save.
3. Select Call to dial the number back.

Saved notes appear under Notes.

Play a recording or voicemail

Recordings and voicemails appear as blocks in a call's details.

1. Find the Voicemail or Recording block.
2. Select the play button named Play voicemail or Play recording.
3. Move the slider named Seek voicemail or Seek recording to jump through the audio.

While audio plays, the play button is named Pause voicemail or Pause recording, and the time readout shows the position and total length.

Recordings and voicemails are kept for the time set in phone settings. After that, the audio is deleted and its block no longer shows, while the rest of the call's details stay.

Read a transcript and summary

Transcripts appear in a call's details once processed.

1. Select the call in the Calls list.
2. Wait for the transcript to fill in. It checks for updates every 15 seconds, for up to 10 minutes.
3. Read the summary at the end of the call's Notes.

The summary is added after any existing notes. If the notes would then be too long, the summary is left out of them, but it still goes to the call's lead when there is one.

Note: A recorded call is transcribed only if Record calls and Transcribe recordings were both on when it started. Transcribe recordings must still be on when processing runs.

Convert a call to a lead

Convert a call when the caller needs follow-up as a lead.

1. Select Convert to lead.
   • A call that already has a lead shows View lead instead.
2. For a caller who is not a contact yet, enter First name and Last name.
3. Choose a Pipeline. It starts on your default pipeline.
4. Optionally enter Deal value (USD) and Notes. Your notes, or the call's notes when Notes is empty, go on the new lead.
5. Select Create lead.
   • Without edit access to contacts, a caller who is not a contact cannot be converted.

Afterward, the call's details show View lead in place of Convert to lead.

Note: If the contact already has an open lead, the call links to that lead, and the Notes and Deal value you entered are not used.

Call statuses and access

• Each row shows one status: Voicemail, Missed, Declined, Busy, Canceled, or Failed. Calls with no other status show Incoming or Outgoing by direction.
• Record calls, Transcribe recordings, and Announcement callers hear need full access to Phone & Texting. Without it, those controls are disabled.
• Announcement callers hear takes up to 300 characters, and a blank field uses the default.
• The announcement plays on every recorded call while Record calls is on.

For the other call settings, see Phone and texting settings.