Conversations

Everything your agent handled lives on one page: Conversations. It replaces the old separate Calls and Inbox pages.

The filter chips

At the top you can switch between:

  • All - every recent call
  • Needs action - messages and callback requests waiting for you (the old Inbox). Mark each one done or cancelled, add a note, or reopen it.
  • Flagged - calls the system thinks are worth a look (for example unusually long calls or negative sentiment)
  • Voicemails - calls where the caller left a voicemail

Reading a call

Click any call to open its transcript on the right - it loads instantly without reloading the page. If the call was recorded you can play it back and download it from the same panel, and any voicemail the caller left appears there too. Call recording is a free feature - switch it on per desk, and add a short consent line to your greeting so callers are told the call is recorded.

Caller numbers

The full caller number is shown so you can call people back.

Related articles

- Your call notification emails - Recognising returning callers - Managing your notification preferences - Get a text when a call needs you - Send a follow-up text after a call