Calls

Reviewing Calls

Call tracking is only worth the effort if someone acts on the calls. The review panel exists for that: work down a page of calls, listen or read each one, tag it, put a value on it, and move to the next — without ever leaving the list. Opening the Review Panel On the Calls page, press Add + in the Value or Tags column of any row. A panel slides out over the list with everything you need to judge the call: - Call Recording — the caller and the person who answered are drawn as separate waveforms, so you can see who was talking and when. - Call Transcript — read the conversation instead of playing it. As the audio plays, the transcript highlights the line being spoken. See AI Call Transcription. - Review — the Value and Tags fields. - Call Details and Web Source Details — who called, which tracker, and how they found you. The list behind the panel does not move. Same page, same scroll position, same filters. Close the panel and you're exactly where you were. That's the whole design: reviewing forty calls shouldn't mean forty page loads and losing your place forty times. Tagging and Valuing Both fields in the Review card save as you change them — there's no Save button to hunt for, and a short confirmation appears when the change is stored. - Tags categorize the call for reporting and filtering. Pick from your company's tags; see Call Tags. - Value is what the call was worth to you. Clearing the field is the same as zero — the list shows both as an "Add" prompt. The row behind the panel updates immediately, so you can see your work land without closing anything. Knowing What's Been Reviewed Every row carries a coloured dot beside the caller's name. Green means nobody has opened it yet. Grey means someone has. That dot is shared across your whole company, not per user. If a colleague reviewed a call this morning, it shows grey for you too. This is deliberate — it stops two people listening to the same call and lets a team split a busy day's calls without coordinating. Opening the review panel marks the call reviewed. You don't have to do anything else. Calls nobody could answer arrive already marked. An abandoned call — where the caller hung up before anyone picked up — has no recording to listen to, so it never joins the queue of things to review. Working Through a List The panel is built for repetition, so the efficient pattern is: 1. Filter first. Narrow to what you care about — a single tracker, missed calls, a date range — using Filters at the top of the list. 2. Work top to bottom. Open the first green dot, review it, close, move to the next. 3. Export when you're done. The CSV export respects your filters, so a reviewed and tagged set can go straight to a spreadsheet or your CRM. For a longer look at any single call — call notes, pages visited, marking it as spam — press View Details at the bottom of the panel to open the full call details page. Note Changing a tag or value doesn't re-sort or re-filter the list while you're working. If you're filtered to a tag and you remove that tag from a call, the row stays put until you reload — which is usually what you want mid-review, rather than having rows vanish underneath you.

Attributing Call Value

Adding value to calls helps you keep track of the value brought in by each of your tracking numbers and marketing sources. You can add call values by hand, or have them applied automatically to answered calls. Manually Add Call Values The quickest way is from the call list. Press Add + in the Value column and a review panel slides out with a Value field in the Review card. Type the amount and it saves as you go, without the list reloading or losing your place. You can also set the value on the full Call Details page. Automatically Add Call Values You can have a value applied automatically to any answered call lasting more than two minutes, by setting the Default Answered Call Value in your Tracker Settings. Sort & Filter by Call Values The call list can be sorted by the Value column. To narrow to a range instead, press Filters and use Value Minimum and Value Maximum, then press Apply Filters. Calls by Value Report Once your calls carry values, the Calls by Value report summarizes them so you can spot which trackers and campaigns are bringing in the most.

AI Call Transcription

Every recorded call can be turned into a written transcript automatically. Instead of playing back six minutes of audio to find out whether a caller booked, you read the conversation in a few seconds. Transcripts are produced by an AI speech-to-text model. Nobody listens to your calls to write them. What a Transcript Looks Like A call transcript is laid out as a conversation, not a wall of text. The caller and the person who answered appear on opposite sides, labelled Caller and Agent. That separation is possible because we record each side of the call on its own audio channel, so the two voices never have to be told apart by guesswork. As the recording plays, the transcript follows along and highlights the line being spoken, so you can jump between reading and listening without losing your place. Turning It On Transcription needs a recording to work from, so call recording has to be enabled first. Until it is, the transcription option stays hidden. You can switch it on in three places, whichever suits how you've set things up: - During tracker setup, on the Whisper & Recording step — tick Recording & Caller Message, then Transcribe Call Recordings. - On an existing tracker, in Tracker Settings. - On a Call Flow, in the Call Flow Settings panel — this covers every tracker using that flow, so it's the efficient choice if several numbers share one flow. A tracker with its own setting uses that; otherwise it falls back to the setting on the call flow handling the call. Where Transcripts Appear - On the call's details page, under Call Transcript. - In the review panel on the call list, so you can work through a page of calls without opening each one. See Call Tags. Transcription runs after the call ends and the recording has been stored, so a transcript appears a short time after the call rather than instantly. Voicemails Are Transcribed Too Voicemail transcription is a separate setting on the Voicemail step of a call flow. A voicemail is one person talking, so it's transcribed as plain text rather than a two-sided conversation, and it's included in the voicemail email notification — often enough to tell you what the caller wanted without playing it at all. See Voicemail Transcriptions. Good to Know - Only answered, recorded calls are transcribed. A missed call has no audio. - Recording law applies. Transcription doesn't change your obligations — see Call Recording and the Law. - Transcripts are not searchable from the call list yet. You can read them on a call and in the review panel, but the call filters don't search transcript text.

Call Tags

Tags are useful to categorize your calls to support your business workflow and reporting needs. See more about tagging in Tags Overview. Add a Tag Without Leaving the Call List The quickest way to tag a call is straight from the call list. Press Add + in the Tags column and a review panel slides out over the list, with the recording, the transcript, and a Tags picker in the Review card. Choosing a tag saves it immediately, and the call list updates behind the panel. The list itself doesn't move or reload, so you keep your place while working through a page of calls. You can also set the call's Value in the same panel. See Attributing Call Value. Add a Tag From Call Details Tags can also be added on the full Call Details page, in the Edit Call Details section. Choosing a tag saves it to the call automatically. Filter Calls by Tags Press Filters at the top of the call list and pick one or more tags under Tags, then press Apply Filters. Combine this with Export to get a CSV of just the calls carrying those tags. Calls by Tag Report After adding Tags to your calls, you can also view a report of your Calls by Tag.

Exporting Your Calls to CSV

Every call in your account can be pulled out as a CSV — for a spreadsheet, a client report, or an import into your CRM. Export the List Open Calls and press Export at the top right. The file downloads immediately, named calls- followed by your company ID. Two things worth knowing before you press it: - The export follows your filters. Whatever the list is showing is what you get. Filter to one tracker, one date range or one tag first, and the CSV contains only those calls. - It's not limited to the page you're looking at. The list shows 25 calls at a time; the export contains every call that matches, however many pages that is. That combination is the whole technique: filter first, then export. It's how you produce a single client's calls for last month rather than exporting everything and deleting rows in a spreadsheet. What's in the File One row per call, with more detail than the on-screen table shows: | Column | Contents | |---|---| | id | the call's unique ID | | tracking_number | the number that was dialled | | tracker | which tracker it belongs to | | value | the value you assigned | | timestamp | date and time of the call | | duration_in_sec | talk time in seconds, not minutes | | status | answered, missed or abandoned | | caller_number, caller_name | who called | | caller_city, caller_state, caller_zip | where they called from | | source_referrer, source_channel, source_keyword | how they found you | | landing_page | the page they arrived on | | gclid | the Google Ads click ID, where present | | recording_url | a direct link to the audio | | is_first_time | whether this caller had called before | | tags | the tags on the call | The web attribution columns only carry data for calls from an online tracker with our tracking script installed — see Dynamic Number Insertion. Things People Trip Over - Duration is in seconds. Divide by 60 for minutes. Note this is the raw talk time — billing rounds each call up to the next whole minute, so the two won't match. See An Overview of Call Tracker Billing. - Phone numbers may lose their leading digits in Excel. Excel reads them as numbers. Import the file rather than double-clicking it, and set those columns to Text. - One company at a time. The export covers the company you're currently in. Switch companies from the menu at the top right and export again. - gclid is often blank. It's only populated for visitors arriving from a Google Ads click. Reporting Instead If you want totals rather than individual calls — calls per tracker, per source, per hour — the reports already aggregate that, and each one exports too. For a live feed into another system rather than a manual download, use webhooks or the API.

Challenge or Block Known Telemarketers & Robocalls

We've got you covered when it comes to stopping those annoying telemarketing calls that waste your time and distract from import things. We integrate with the industry leading Nomorobo to screen incoming calls for known telemarketers or robo dialers. There are 3 options for how to handle calls from known telemarketers and robocalls. 1. Challenge - force the caller to Press 1 to continue and connect the call. This is similar to a web form CAPTCHA to prove they caller is a real person and not an automated system. 2. Block - calls will be immediately ended with no option to connect the call. 3. Allow - allow calls to come through as normal. Note By default, you're all calls from known telemarketers or robocalls will be challenged. We recommend challenging calls over blocking, its better to allow a call to come through if it's human than get totally blocked. Updating You can find the settings for Telemarketers & Robo Callers where you are able to choose how you'd like to handle the calls. Update the setting save your company settings below.

Calls from +266696687

If you're receiving a lot of phone calls you're going to eventually get at least one call from +266696687. The caller behind this number is typically using Skype or they have restricted their public Caller ID information. When keyed into a phone's keypad +266696687 spells ANONYMOUS Note If you're receiving we recommend challenging calls from this number to ensure their is a real person on the other end.

Handling Robo Dialers and Blocking Callers

Unfortunately spam callers has become quite popular these days for telemarketing companies lately. If you receive an unwanted call, there are a few different things we recommend doing to stop future calls. How Blocked Callers Works There are two different ways to filter incoming calls with block callers. - Challenge - force the caller to Press 1 to continue and connect the call. This is similar to a web form CAPTCHA to prove they caller is a real person and not an automated system. - Block - calls will be immediately ended with no option to connect the call. We recommend challenging calls over blocking, its better to allow a call to come through if it's human than get totally blocked. Mark a Call as Spam Marketing a call as spam can be done easily from the call details screen by clicking on the red block icon next to the caller's number. Once a call has been marked as spam, all future calls from that number will be blocked. Note If you mark a call as spam, we will not bill you for any minutes usage for the call. Managing Blocked Callers Inside your Company Settings, you'll see a tab for Blocked Callers. On this page you can manually add new blocked callers, or remove an existing blocked

Call Details Overview

For each call, we gather quite a bit of data about the caller and how they found your number to help you understand where they came from to optimize your marketing ROI. Below is an overview of call details and the data available. Accessing Call Details To access a call's details, you can click on the caller's name or on the more icon from the calls dashboard. Call Details Overview Call details data is split into the following sections: - Call Details - this section provides basic information about the call status, caller's name, phone number, date, tracker, and location data. - Call Recording - if recording is enabled and the call is answered, a recording will be available for playback to go back and review the call conversation. - Call Transcript - answered calls with a recording are transcribed into a chat style transcript, with the caller and the person who answered shown separately. Clicking a line jumps the recording to that point. - Voicemail - if the caller left a voicemail, it can be played back here along with its transcription. - Call Notes - especially useful for team, call notes make it easy to jot down any important details about the call or actions that you've taken. - Tags - categorize the call to support your workflow and reporting. See Call Tags. - Web Source Details - if the call connected to an Online Tracker (Number Pool or Campaign), we will save the available web source details with the call. - Web Pages Visited - all web pages visited on your website before the making a call (only available for Number Pool trackers).

Calls Dashboard Overview

Once you've set up a tracker and you're receiving calls, the Calls page is where all of your call activity lands. It's the first thing you see when you sign in. The Call List The call list is the heart of your call tracking. Each row shows the caller, the number they dialled, the tracker that number belongs to, when the call came in, and how long it lasted, along with the call's value and tags. The coloured dot beside each caller shows whether anyone has reviewed it yet — green for not yet, grey for done. Click a caller's name to open the full call details, or review it in place — see below. Reviewing Calls Without Leaving the List Press Add + in the Value or Tags column and a review panel slides out over the list. Everything you need to judge a call is in it: - the recording, with the caller and the person who answered drawn as separate waveforms - the transcript, so you can read the call instead of playing it — see AI Call Transcription - a Value field and a Tags picker, both saving as you change them - the caller's details, tracker, and how they found you Close the panel and you are exactly where you were in the list — same page, same scroll position. That is the point of it: you can work down a page of calls one after another without the list jumping around or reloading between each one. The list updates behind the panel. A value or tag you set appears in that call's row straight away. Knowing What You've Already Reviewed The coloured dot beside each caller is shared by everyone in the company, not per person. Opening a call's review panel marks it reviewed for the whole team, so two people working the same list can see each other's progress and won't listen to the same call twice. Calls that were never answered arrive already marked — there is no recording to review, so they never sit in the queue. Filtering the List Press Filters in the top right to open the filter panel. You can narrow the list by: - Tracker - the tracker the call came in on. - Status - answered, missed, abandoned, and so on. - From Number and Caller Name - both match on part of the value, so you don't need the whole thing. - Tags - any tags you've applied to calls. - Is First Time Caller - separate new callers from repeat callers. - Value Minimum and Value Maximum - narrow to a range of call values. Press Apply Filters to update the list. When filters are active, the Filters button shows how many are set, and a Clear link appears next to it to reset them. Exporting Your Calls Press Export in the top right to download the current list as a CSV. The export respects whatever filters you have applied, so filter first and you'll get exactly the calls you want.

Call Email Notifications

Getting notified by email for call events can be a very powerful tool for teams and people on the go. Setting Up Call Notifications To create a new notification, go to Settings and then to the Notifications tab where you'll see all existing notifications and a form to create a new one. You have a few options when setting up call email notifications. You can choose to get notified for specific trackers or all trackers. You can also choose what type of call event criteria to meet, such as only getting notified for missed calls. Note Only users can get call notifications, if you have a team email such as sales@yourcompany.com, you can create a new user account for this email and subscribe it to call notifications.