Review calls and transcripts

Use this guide when you need to understand a phone call before replying to a customer or handing work to another teammate.

Call history helps your team see when a call happened, whether it was inbound or outbound, and what was discussed when a transcript is available.

What you will accomplish

Calling must be set up for your team. If call buttons are disabled, review Configure communication settings for Inbox.
Make sure you have permission to view Inbox and customer communication history.
Use call recordings and transcripts only for legitimate customer support and operations.
Follow your facility's policy and local laws for call recording and customer consent.

Open Inbox
Go to Inbox.
Select the customer
Click the customer conversation.
Click Calls
Near the top of the conversation, click Calls.
The timeline now shows call activity only.

Expected result: You see only phone activity for that customer, such as inbound calls, outbound calls, or voicemail entries.

Call entries use simple labels.

INBOUND means the customer called your facility.
OUTBOUND means your team called the customer.
Voicemail means the customer left a message when nobody answered. A recording may be available.
The status, such as completed, tells you how the call ended.
The duration shows how long the call or voicemail lasted.

When a call was recorded, you may see a Recording link and a Transcript button on the same entry.

Find the call
Open the customer (for example Sam Rivera), click the Calls pill near the top of the timeline, and find the call you want to review.
Open Recording when you need to hear exact wording
Click Recording to open the audio in a new browser tab.
Why this helps: Transcripts can miss names or numbers. Listening once confirms spelling before you promise a time or dollar amount.
Click Transcript for a quick read
Click Transcript on the call entry.
If a transcript is ready, it opens below the call.
Read the transcript carefully
Use the transcript to understand the customer's request.
Transcripts can make mistakes. If something sounds important or unclear, listen to the recording when available or confirm with the customer.

Expected result: You can read a written summary of what the customer asked for during the call or voicemail.

If a call has a recording but no transcript yet, you may see Check for transcript.

Click Check for transcript
Use this when the transcript has not appeared yet.
The app looks for a transcript that may still be processing.
Wait for the transcript to appear
The transcript may take a short time to show up after the call ends.
Click Refresh if you still do not see text
Use Refresh to check again whether the transcript is ready.

Open the customer conversation
Select the customer in Inbox.
Click Call
Click Call near the top-right of the conversation (phone icon).
This dials the phone number shown for that customer in Inbox.
Expected result: Your team's phone system starts the call. When the call ends, a new entry appears in this customer's timeline.
Speak with the customer
Confirm the customer's request and explain next steps clearly.
Add a written follow-up if needed
After the call, send a short text or email if the customer or your team needs a written record.

Expected result: The new call appears in the same customer timeline after it ends.

Use Quick call when you need to dial a number directly without opening a saved customer first.

Click the phone icon
On the Inbox page header, click the phone icon for Quick call.
Enter the phone number
Type the number on your keyboard or tap the on-screen dial pad.
The dialog shows Will dial with the full number when it is valid.
Use Clear to start over or Backspace to remove the last digit.
Click Call
Click Call to place the call.
You cannot start a second call while you are already on a call.

For inbound calls that ring while you work elsewhere in the dashboard, see Handle incoming phone calls.

After reviewing a call, respond from the same conversation. Use Send a text message from Inbox for a short follow-up or Send an email from Inbox for a longer recap.