Phone basics
Call History
Call history gives the team a searchable record of inbound, outbound, missed, transferred, forwarded, abandoned, and voicemail-related call activity.
Before you begin
- You need permission to view calls for the relevant inboxes.
- Use contacts and number labels to make the call log easier to scan.
- Let calls finish processing before expecting final duration or recording details.
Where to find it
Go to Phone -> Calls. Use the All and Unhandled views, search, and call details panel to review activity.
Step-by-step
- Open Phone -> Calls.
- Choose All calls or the unhandled view.
- Search by caller name or phone number.
- Select a call to open details such as contact, number, status, duration, and actions.
- Use Message or Call actions from the details view when follow-up is needed.
- Review analytics for aggregate trends after the individual call has been checked.
What happens next
- Unhandled count helps teams find calls that need follow-up.
- Call details can connect the call to contacts and messages.
- Recordings may appear after Waveline finishes processing the recording.
Best practices
- Review unhandled calls daily so missed opportunities do not sit in the log.
- Use contact names and notes to add context for repeat callers.
- Pair call history with analytics when investigating answer rate or staffing issues.
Troubleshooting
- If a recent call is missing, wait briefly and refresh the calls list.
- If you cannot see a team call, check inbox access and role permissions.
- If duration looks unexpected, check whether the call was transferred, forwarded, or abandoned.