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Call History & Voicemail

This page is written for busy operators (Dave and Debbie style): fast steps, clear checks, no jargon.

Quick start

  1. Go to Dashboard → Calls.
  2. Click View voicemail only.
  3. Open the call and review the message details.
  4. Call the customer back or action the job.
Need project status and issue links? See the Voicemail First-Class project tracker.

1) Calls → Voicemail Inbox

Use this view to focus on voicemail first. It helps you work through missed transfer calls quickly.

  • View voicemail only narrows the list to voicemail items.
  • Search + time filters help find the right caller fast.
  • Show all calls takes you back to normal call history.
Calls page with voicemail inbox filter selected
Calls page using the voicemail-only inbox filter.

2) Call detail → Playback and actions

Open the voicemail call detail to see what happened, then decide next action with confidence.

  • Recording area shows playback status.
  • Conversation timeline shows transfer and voicemail steps.
  • Summary and intent help prioritize callbacks.
Voicemail call detail with timeline and playback area
Voicemail call detail view with timeline and recording state.

3) Admin → Voicemail QA (staging)

Admins can validate the full staged path: transfer attempt → voicemail completion → notification target → playback readiness.

Admin voicemail QA console
Admin voicemail QA console (staging, admin access required).

Troubleshooting

  • No voicemail rows: check if calls are actually ending in voicemail fallback.
  • No notification target: set call transfer notification email on the agent.
  • Playback fails: check recording settings and retention window.
  • Need delivery context: review the project tracker linked above.
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