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Phone is opened from the left hand navigation panel. It lists every call on your connected numbers in one place, whether a person handled it or VoiceAI did. Calls also appear as conversations in the inbox. In the contact-based inbox, a guest who called and then messaged reads as one relationship rather than two disconnected records. Phone is the view to use when you want to work through calls specifically.

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The call list

Each row covers one call: Longer histories are paginated at the bottom of the list.
Missed rows showing No one available are the ones worth reviewing regularly. They mean a call came in and nothing picked it up, which is usually a routing problem rather than a staffing one. See Call routing and forwarding.

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Filtering

Two filters sit above the list:
  • All Calls narrows by call type
    • All Calls
    • Missed Calls
    • AI Calls
    • Regular Calls
  • All numbers narrows to a specific connected number, which is what you want when you run more than one number in your workspace

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Making a call

Make a call places an outbound call from a connected number without leaving Conduit. The call is logged in the list like any other, with the type set to ‘Outgoing’.

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Call details

Select the ... menu at the end of a row and choose View call details. A panel opens with everything captured for that call:
The summary and transcript are generated from the recording, so treat them as a fast read rather than a verbatim record. Where exact wording matters, for example a dispute over what was promised, listen to the recording.

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Frequently asked questions

Yes. Both are in the same list. Participants and the call details tell you who or what handled it.
Yes. A call shows up as a conversation on the contact, alongside their messages, so you get the full history in one place.
Only calls that run through Conduit are captured. Calls still handled entirely by your existing phone system are not visible here. See Connect Phone and SMS.
Sentiment is not determined on every call. Very short calls in particular often have too little to read.
Yes, from the download control on the player in the call details panel.
Yes. Voice and SMS are configured separately on a number, so a number can be call only. SMS additionally carries registration requirements, so confirm what your number is enabled for before assuming a guest text will be answered.