Calls & analytics

5 guides and 8 common questions.

Inbound calls

What happens when someone calls

The call goes to the agent assigned to the number.
The agent answers and talks with the caller, using the business details and personality you set up.
Depending on the call, it captures the caller as a lead, books an appointment, or transfers the call to someone on your team.
When the call ends, its transcript and an AI summary are saved. A recording is saved too if the agent has Record calls turned on.

Call history

Go to Calls → Inbound calls to see calls your agents answered.
Filter by date range or status, or search by number, caller or summary.
Click a call to see its details, summary, transcript and recording.

Tip: read a few transcripts each week. They show what callers ask about and where the agent's instructions could be clearer.

Outbound calls

Place a call

Go to Calls → Outbound calls.
Enter the phone number with its country code, for example +1 for the US.
Choose the AI agent that will make the call. Its assigned number is the caller ID.
Optionally add the purpose of the call and who you're calling.
Click Place call.

Past outbound calls are on the Call history tab of the same page. To have the agent call at a set time, click Schedule for later instead of Place call, or go to Calls → Scheduled calls and click Schedule a call. You can schedule any number, pick a quick time such as Tomorrow 9:00, and choose how many times the agent tries if nobody answers.

Give the agent context

The more the agent knows, the more natural the call sounds. All of these are optional:

Purpose of the call

Why you're calling, for example "Follow up on the quote". The agent opens with this and works toward it.

Name

Who you're calling, so the agent can greet them by name.

Company

Their company, for business context.

Notes

Earlier conversations, preferences, or anything else the agent should know.

Transcripts and recordings

Transcripts

When Transcribe calls is on for an agent (it is by default), each call's transcript is saved when the call ends.

Open a call to read its transcript.
Each line is labelled AI or Caller.

Note: transcripts are only as clear as the call audio. If the agent can't make out the caller, it asks them to repeat.

Recordings

Recording is off by default. Turn on Record calls in the agent's setup to keep audio.

Find recordings on Calls → Recordings or in a call's details.
Play them in the browser.
Playback links expire after a short time, so a recording can't be shared by accident.
Delete a recording you no longer need.

AI call summary

After each call, an AI summary of the conversation and its outcome is saved with the call, so you can see what happened without reading the whole transcript.

Call analytics

What you can track

Go to Calls → Analytics. Analytics dashboards are included on the Pro and Enterprise plans.

Calls and minutes

How many calls your agents handled in the period, and the minutes they used.

How calls ended

Calls by outcome, including how many ended normally.

What calls turned into

Calls that led to leads and booked appointments.

What callers asked about

Topics taken from call summaries.

Analytics tabs

Overview and Performance show call trends for the time range you pick.
By agent compares calls, bookings and success rate for each agent.
Latest calls lists the ten most recent calls across all agents.

How many calls can my AI receptionist take at once?

Your plan includes a number of lines. Each line is one call your AI receptionist can be on at the same time.

Trial: 2 lines
Basic: 3 lines
Pro: 10 lines
Enterprise: Agreed with you

All your phone numbers and agents share your lines. Outbound calls and scheduled calls use them too. A call keeps its line until it ends, including while it's being transferred to someone on your team.

What callers hear when every line is busy

You choose this for each agent under Agents → (your agent) → Calls → When all lines are busy:

Hold, then take a message (the default). The caller is asked to hold. If a line frees up within the time you set, they're connected. If not, they can leave a message. You get the recording and, for calls in English, a written transcript.
Take a message straight away.
Forward to a phone number you choose, or to your first transfer contact. If nobody answers, the caller can leave a message.
Busy tone. The caller hears a busy signal and can call back. This costs nothing, but you won't know who called.

Outbound and scheduled calls

If every line is busy, Place call waits for you to try again, and scheduled calls wait for a free line for up to 2 hours before they're marked as failed.

On plans with 3 or more lines, one line is kept free for incoming callers, so outbound and scheduled calls can use all but one.

Seeing how busy you are

The lines in use indicator shows how many calls are live right now. Billing shows your busiest moment today and how many callers reached a busy line this month. In Inbound calls, set Outcome to Busy line to see those callers.

Need more lines?

Pro includes 10. For more than that, contact us about Enterprise.

Common questions

Are calls automatically recorded?

Yes, calls are recorded and stored securely. Play them from the Recordings page or the call details.

How accurate are call transcripts?

Transcripts are generated automatically. Accuracy may vary with audio quality, accents, or background noise, and the AI agent asks for clarification when it cannot understand the caller.

Can I make outbound calls?

Yes! Go to Calls → Outbound to make calls. Provide call intent and recipient details for best results. You can also schedule calls for later.

What information is shown in call details?

Call details include the transcript, recording, AI-generated summary, duration, caller information, and any actions taken (appointments booked, leads captured).

What is an AI call summary?

After each call, an AI-generated summary of the conversation and its outcome is created. This helps you quickly understand what happened without reading the whole transcript.

What if a call fails or drops?

Failed calls are logged in your call history. Check the call status and details. If calls frequently fail, verify your phone number is assigned, your agent is active, and your subscription is active.

How do I see all my calls?

Go to Calls. Use filters to narrow by date range, call type, or agent.

What does "call intent" mean for outbound calls?

Call intent is the purpose of your call (e.g., "Follow up on demo request", "Check on quote", "Schedule consultation"). Providing this helps the AI agent have more relevant conversations.