Calls
The Calls page provides a comprehensive log of all inbound and outbound calls in your workspace. Track call performance, analyze results, troubleshoot issues, and export data for reporting. Every call is recorded with detailed information about duration, status, participants, and outcomes.
Common Use Cases
Performance Analysis
Analyze campaign performance by reviewing call volumes, answer rates, durations, and outcomes. Identify what's working and what needs improvement.
Troubleshooting
Investigate failed calls, low answer rates, or connection issues. Review call logs to identify patterns and resolve problems quickly.
Reporting & Auditing
Export call logs to CSV for detailed analysis in BI tools, compliance reporting, or client billing. Maintain records for auditing purposes.
Quality Assurance
Review call durations and outcomes to assess AI assistant performance. Identify calls that need attention or optimization.
Key Benefits
Complete Call History
Every call is logged with comprehensive details: participants, duration, status, timestamps, and outcomes. Never lose track of communication history.
Powerful Filtering
Filter calls by date range, campaign, contact, status, or phone number. Quickly find the calls you need for analysis or troubleshooting.
Export Capabilities
Export call logs to CSV for analysis in Excel, BI tools, or custom reporting systems. Include all relevant fields for comprehensive reporting.
Performance Insights
Analyze call patterns, answer rates, durations, and outcomes to optimize campaigns and improve AI assistant performance.
Inbound vs Outbound Calls
The Calls page tracks both inbound (incoming) and outbound (outgoing) calls. Each type has different workflows, triggers, and data points. Understanding the differences helps you troubleshoot and optimize your communication strategy.
Inbound Calls
What Triggers Inbound Calls
- Customer/Lead Dials Your Number: Any public-facing number (support, sales, campaign tracking) will create an inbound call record when dialed.
- AI Assistants: Inbound calls are often answered by AI assistants configured for receptionist, support, or qualification flows.
- Call Forwarding: If an AI assistant transfers the call to a human, the entire conversation still shows as a single inbound call with status updates.
Data Captured for Inbound Calls
- Caller number (From)
- Number dialed (To)
- Workspace / brand / campaign
- Assigned assistant or team
- Answer status & duration
- Transfer details (if forwarded)
- Call recording/transcript (if enabled)
- Disposition or outcome flags
Best Practices for Inbound
- Assign Numbers Clearly: Use dedicated numbers per product line or campaign so inbound logs are easy to group.
- Configure Assistants: Ensure AI assistants handling inbound calls have up-to-date scripts, transfer rules, and fallback behavior.
- Monitor First Response: Track answer rates and time-to-answer for inbound calls to measure responsiveness.
- Leverage Data Extraction: Pair inbound assistants with data extraction to capture caller intent, contact info, and outcomes automatically.
Outbound Calls
What Triggers Outbound Calls
- Campaigns: Outbound campaigns (voice outreach, follow-ups) automatically dial contacts and create call records.
- Assistants in Campaign Mode: AI assistants configured for outbound campaigns handle the entire call flow, from dialing to conversation and follow-up.
- Manual Dial / API: Calls initiated manually or via API integrations also produce outbound call logs with full metadata.
Data Captured for Outbound Calls
- Campaign name & ID
- Contact list / segment
- Dialed number (To)
- Originating number (From)
- Attempt number (first attempt, retries)
- Answer status & duration
- Outcome (booked appointment, follow-up needed, etc.)
- Call recording/transcript (if enabled)
Best Practices for Outbound
- Monitor Answer Rates: Compare answered vs attempted calls per campaign to optimize calling windows and scripts.
- Use Retry Logic: Configure campaigns with sensible retry rules (e.g., 3 attempts at different times) to improve connect rates.
- Keep Lists Clean: Regularly scrub contact lists for invalid numbers and DNC compliance to reduce failures.
- Track Outcomes: Use call outcomes and follow-up workflows (appointments, tags, flags) to feed downstream automation.
Understanding Call Records
Each call record contains detailed information to help you understand what happened during the call.
Information Displayed
Campaign
The campaign that initiated the call (for outbound) or received it (for inbound). Shows which campaign the call belongs to.
Contact
The contact who was called (outbound) or who called in (inbound). Links to the contact's profile and information.
From/To Numbers
The phone numbers involved in the call. Shows which number called and which number was called.
Duration
How long the call lasted (in seconds or minutes). Only recorded for answered calls. Failed calls show 0 duration.
Status
The current status of the call (queued, ringing, answered, completed, failed, etc.). See statuses section below.
End Reason
Why the call ended (normal clearing, busy, no answer, failed, etc.). Helps understand call outcomes.
Timestamp
When the call was initiated and completed. Useful for analyzing call patterns and timing.
User
The user or system that initiated the call (for outbound) or handled it (for inbound).
Call Statuses & End Reasons
Understanding call statuses and end reasons helps you interpret call logs and identify issues.
Call Status Types
Queued
Call has been initiated and is waiting in the queue to be processed. This is the initial status for outbound calls.
Ringing
The call is ringing on the recipient's phone. Waiting for them to answer. This status appears between queued and answered.
Answered
The call was successfully connected. The recipient answered and the conversation is in progress. Duration starts counting from this point.
Completed
The call finished normally. Both parties ended the call, or the call completed successfully. This is the final status for successful calls.
Failed
The call failed to connect. Could be due to network issues, invalid number, provider errors, or other technical problems.
Busy
The recipient's line was busy. They were on another call or their phone was otherwise unavailable.
No Answer
The call rang but was not answered. The recipient didn't pick up within the ring timeout period.
Common End Reasons
- Normal Clearing: Call ended normally. Both parties hung up or the call completed successfully.
- Busy: Recipient's line was busy when the call was attempted.
- No Answer: Call rang but was not answered within the timeout period.
- Failed: Call failed due to technical issues, network problems, or provider errors.
- Canceled: Call was canceled before it could connect (e.g., campaign paused).
- Rejected: Call was rejected by the recipient or their carrier.
Filtering & Search
Use filters and search to find specific calls or analyze patterns in your call data.
Search Options
You can search calls by:
By Contact
Search for all calls to or from a specific contact. Enter the contact's name or phone number.
By Campaign
Find all calls associated with a specific campaign. Useful for analyzing campaign performance.
By Phone Number
Search for calls involving a specific phone number (from or to). Helpful for troubleshooting number-specific issues.
By Status
Filter calls by status (answered, failed, busy, etc.). Quickly identify successful vs. failed calls.
Date Range Filtering
Use date ranges to analyze calls within specific time periods:
- Campaign Analysis: Filter to the date range when a campaign was active to see its performance
- Daily/Weekly Reviews: View calls from today, this week, or this month for regular performance monitoring
- Issue Investigation: Isolate calls from a specific time period when issues occurred
- Trend Analysis: Compare call volumes and patterns across different time periods
Exporting Call Logs
Export call logs to CSV for detailed analysis, reporting, or integration with other tools.
How to Export
- Go to Calls in the main navigation
- Apply any filters or search criteria to narrow down the calls you want to export
- Click the Export button (typically at the top of the calls list)
- Select which fields to include in the export (if options are available)
- The CSV file will download with all filtered call records
Export Fields
The exported CSV typically includes:
- Call ID or unique identifier
- Campaign name (if applicable)
- Contact name and phone number
- From and To phone numbers
- Call type (inbound/outbound)
- Status and end reason
- Duration (in seconds or minutes)
- Start and end timestamps
- User who initiated/handled the call
Tip: Apply filters before exporting to get only the data you need. This makes the exported file more manageable and focused on your analysis goals.
Best Practices
Regular Monitoring
- Daily Reviews: Check call logs daily to monitor campaign performance and catch issues early
- Status Monitoring: Watch for high failure rates, busy signals, or no-answer patterns that indicate problems
- Duration Analysis: Review call durations to assess AI assistant performance and conversation quality
- Pattern Recognition: Look for patterns in failed calls (time of day, numbers, campaigns) to identify root causes
Analysis & Optimization
- Answer Rate Tracking: Calculate answer rates (answered / total attempted) to measure campaign effectiveness
- Duration Trends: Monitor average call durations. Short durations may indicate issues with AI assistant or messaging
- Time-based Analysis: Export and analyze calls by time of day to identify optimal calling windows
- Campaign Comparison: Compare call metrics across different campaigns to identify best practices
Troubleshooting Workflow
- Filter by Status: When investigating issues, filter by "Failed" or specific end reasons to focus on problem calls
- Date Range Isolation: Narrow down to the time period when issues occurred to identify patterns
- Export for Analysis: Export problematic calls to CSV for deeper analysis in spreadsheet tools
- Cross-reference: Compare call logs with campaign settings, number capabilities, and wallet balance to find root causes
Troubleshooting
High failure rate in call logs
Possible Causes & Solutions:
- Wallet balance: Check if you have sufficient wallet balance or plan minutes. Low balance can cause calls to fail.
- Number capabilities: Verify the phone number has the required capabilities (voice for voice calls, SMS for SMS).
- Provider errors: Review end reasons in call logs. Specific error codes can indicate provider-side issues.
- Invalid phone numbers: Check if contact phone numbers are valid and properly formatted with country codes.
- Network issues: Temporary network or provider issues can cause failures. Check if failures are isolated to specific time periods.
- Number status: Verify your phone numbers are active and not suspended in the provider's system.
Very short call durations
Possible Causes & Solutions:
- AI assistant issues: Review your AI assistant's first message and content. Unclear or confusing messages cause quick hang-ups.
- Caller expectations: Recipients may hang up if the call doesn't match their expectations. Review your campaign messaging.
- Technical problems: Audio quality issues or connection problems can cause early disconnections.
- Opt-out requests: Recipients may hang up immediately if they don't want to be called. Ensure compliance with Do Not Call lists.
- Review transcripts: If available, review call transcripts to understand why calls are ending quickly.
No call records appearing
Checklist:
- Active workspace: Verify you're viewing the correct workspace. Call logs are scoped to workspaces.
- Date filters: Check if date range filters are applied that might be hiding calls. Try clearing filters.
- Campaign status: Ensure campaigns are actually running and making calls. Check campaign status in the Campaigns section.
- Number assignment: Verify phone numbers are properly assigned to campaigns or AI assistants.
- Time delay: There may be a slight delay between when calls are made and when they appear in logs. Wait a few moments and refresh.