Calls & chats: reading your results

Find a call or chat

1. In your dashboard, tap “Calls & chats”.
2. Search by name, number, summary or what was said.
3. Narrow it down by type (phone call or website chat), outcome, lead, assistant, or dates (“From” and “To”), then tap “Filter”.
4. Pick “Hottest leads first” to see who to call back first.

What's on each call or chat

• “Key takeaways”: a short summary of what the caller wanted and what happened.
• The lead score and why, under the summary.
• “Recording”: play the call (when recording is on).
• “Transcript”: everything that was said.
• “Details”: type, when, how long, language, the caller's number and which assistant answered.
• Their contact card. Tap “View contact history” to see every call and chat with them.

Outcomes

Each call or chat gets one tag: Booked, Message taken, Question answered, Transferred, Urgent, Needs follow-up, Spam, Voicemail, Hung up or Other. “Backup used” means your receptionist had a technical problem and our backup handled the call; the page says what happened and whether you need to call back.

Lead score and mood

• Hot lead: ready to book. Call them back first.
• Warm lead: interested, but not ready yet. Worth a call back.
• Cold lead: just asking around. Low chance of an appointment soon.
• Not a lead: an existing customer, a wrong number or nothing to sell. Spam is never a lead.
• Mood: Positive, Neutral or Frustrated. The list only flags frustrated callers, so you can spot them quickly.

The score and the reason for it also appear in your emails, and in any connected CRM.

Questions to answer

On your Overview, “Questions to answer” lists what callers and chat visitors asked that your receptionist didn't know. Type the answer once and tap “Save answer”. Your receptionist uses it from the next call. Tap “Dismiss” to remove one you don't want to answer. Only owners and admins can add answers.

Download a spreadsheet (CSV)

1. On “Calls & chats”, set any filters you want (for example last month's dates).
2. Tap “Download spreadsheet (CSV)”.
3. Open the file in Excel, Google Sheets or Numbers.

• Columns: date and time, type, caller number, name, duration, outcome, summary, appointment, and the conversation.
• The file follows your filters. One file holds up to 25,000 calls and chats; narrow the dates to get older ones.
• Recordings aren't included. Play them in your dashboard.
• Only owners and admins can download.

Emails you get

After each real call or chat, the addresses on the “Behavior” tab (under “Notifications & recording”) get a short recap with the outcome, the caller's details, the lead score and the takeaways. New bookings and messages your receptionist takes also get their own emails as they happen. Calls and chats from the “Test” tab don't send a recap.