Read a call transcript
Every call your receptionist answers is saved as a conversation in your Inbox, with a written transcript of what was said. Reading it is the fastest way to see what a customer needed and how your receptionist handled it.
Find the call
- Open Inbox from the menu, then All conversations.
- To see only phone calls, open the channel filter, which starts on All channels, and choose Voice.
- You can also search by the caller's name, or use the New, Contacted, Booked and Unread filters.
- Select the conversation.
You can switch the Inbox between List and Table. Both open the same conversation.
Read the transcript
The transcript appears under the heading What [name] and [customer] said. The caller's words are on the left and your receptionist's words are on the right. Longer conversations are split by day, with Today and Yesterday marked.
If nothing was recorded for the call, you see No transcript captured.
Transcripts are text. The portal does not play back the audio of a call.
See what your receptionist collected
Above the transcript, Contact info gathered lists the details your receptionist captured during the call, such as the customer's email, address and the service they asked about. You do not need to scan the whole transcript to find them.
If the call was transferred to someone on your team, a Transfers list shows what happened, for example whether the transfer was answered or your receptionist took a message instead.
Act on the call
From the same screen you can:
- Select Call to phone the customer back.
- Select Mark booked once the appointment is set.
- Select Add note to leave a note for your team.
Calls you will not find here
If you chose They call my existing number, calls answered by your own team never show up in the Inbox. It shows the calls your receptionist answered, after hours or when nobody picked up. It is not a full call log.
Use transcripts to improve answers
If you read a call where your receptionist did not know something, add the answer on your receptionist's page, under Answers [name] knows. To open that page, select your receptionist's name in the menu, then Setup.