Call History

Call History shows the calls made and received through Waveline, helping you understand what happened and what to do next. Review who called, which inbox handled the conversation, whether the call was answered or redirected, and any available recording, call summary, or voicemail.

Where to find Call History

On the web

Open Phone → Calls. Select a call from the list to open its details beside the list.

On mobile

Open the Calls tab in the bottom navigation. Tap a call to open its details.

Search for a call

On the web

1. Select Workspace search in the sidebar, or press Cmd+K on Mac or Ctrl+K on Windows.
2. Enter at least three characters from the participant’s name or phone number.
3. Select Calls to show call results.
4. Use the inbox, status, or date filters to narrow the results.
5. Select a result to open the call details.

For more information about opening Workspace search, see Dashboard Overview.

Call search uses supported participant names and phone numbers. It does not search recording transcripts or call summaries. Closing Workspace search clears its query and filters.

Web call results also show when the call started, helping you distinguish calls involving the same person.

On mobile

Open Calls and use Search calls. Enter at least three characters, then tap a result to open its details. Shorter text does not start a search. Clear the search to return to browsing the list.

Choose which calls to review

Use the inbox filter above the list to select All, My line, or a specific available inbox. All reflects your inbox access and viewing choices; it does not automatically include every teammate's personal line. See Viewing and notifications.

On mobile, Calls remembers your selected inbox when you leave the tab or reopen the app. Check that filter first if the list looks narrower than expected.

Select Unhandled to review qualifying calls across inboxes you work in or follow as a Viewer. It replaces the selected inbox scope; other active filters can still narrow the results. See Unhandled Calls.

Use Status to select Answered, Missed, Voicemail, No Answer, Abandoned, Transferred, Forwarded, or Outbound. In Progress can appear as a call outcome but is not a selectable status filter.

On web, select the calendar icon above the call list to filter by date. On mobile, select Date. Choose All, Today, Last 7 days, Last 30 days, This month, or a custom range. Dates apply to when the call started and include the whole selected days in your local timezone. Choose All in the date filter to remove that restriction.

Selecting All in the inbox filter does not clear a status, date, or search filter. Clear each active restriction when you want to return to the full available list.

Open and review a call

1. Open Calls.
2. Select the inbox you want to review, or leave the filter on All.
3. Search by a participant’s name or phone number, use the status and date filters, or browse the displayed call information.
4. Select the call to open its details.
5. Review the outcome and the cards showing how the call progressed.
6. Read any available call summary or voicemail transcription, or play the recording.

Scroll through the list to load older calls. On mobile, pull down on the list to refresh it.

Understand how the call progressed

Call details organize the conversation into cards showing what happened along the way. Depending on the call, these can identify the inbox involved, who answered or was rung, the outcome, and the timing of that part of the call.

A straightforward call may have one card. A transferred or forwarded call can have several connected cards as it moves between people or destinations. Read them from top to bottom to follow the conversation.

For example, Jamie Chen may call Customer Support, speak with Riley Patel, and then be transferred to Morgan Lee. Reviewing the connected cards helps you understand the handoff instead of treating each part as an unrelated call.

Understand the call outcomes

Outcome labels describe what happened to a call or to a particular part of its journey. A call that moves between inboxes can show different outcomes along the way.

For a fuller explanation of Missed, Voicemail, Abandoned, and outbound no-answer outcomes, see Unhandled Calls.

Review recordings, summaries, and voicemail

When available, recordings and their accompanying text appear with the relevant part of the call.

A call summary provides a written overview of the recorded conversation, helping you quickly review what was discussed before following up.

A voicemail transcription turns the caller’s recorded message into text so you can review it without playing the audio. You can listen back to the original voicemail recording anytime it is available.

Use the audio player to play, pause, or move to another point in the recording. A call with multiple recorded portions may show separate text sections, while the player lets you listen through the available audio.

Recordings, summaries, and transcriptions may continue processing after the call ends. Reopen the call or refresh if an expected item has not appeared yet.

See Call Recording for recording settings and Voicemail for reviewing voicemail messages.

Follow up from call details

Use Call to start a follow-up call or Message to open messaging for the person or destination associated with the call.

On web, these actions appear in the call-details header. On mobile, they appear at the bottom of the call details when available.

On web, you can also open contact details or select Add contact… in the call-details header when the external number has not been saved. See Adding and managing contacts for the full process.

Common questions

Related pages

• Unhandled Calls
• Making calls
• Transfers and Hold
• Call Recording
• Voicemail
• Adding and managing contacts
• Analytics Overview