Calls
Review every WhatsApp call to your numbers, who answered and what was said.
Calls, in the left menu, shows every WhatsApp call of your organization, newest first.
What you see for each call
- Caller: the contact's photo and name, as in the inbox. If Ricky does not have their name, you see their number.
- Number: the WhatsApp number that received the call.
- When it came in and how long it lasted.
- Outcome: who answered it, whether it is in progress, whether nobody answered, or whether Ricky rejected it and why. For example, because AI calls are off on that number or because a teammate holds the conversation.
- Recording: whether it has a recording to listen to.
If your calls come in on more than one number, you can see just one number's calls.
Open a call
Select a call to see its details: the outcome, the recording and the full transcript. Each line shows who said it and when in the call, counted from when the agent answered (for example, 1:05). Open conversation opens the caller's WhatsApp chat, if there is one.
A call in progress shows up in the list on its own, and its transcript fills in as people talk.
Who answers
Which agent answers, or whether Ricky does not answer and sends a message instead, is set in Workflows with the When a call comes in trigger. To turn on calls on a number, read AI voice calls.
Recordings are kept for 90 days; the transcript stays.