Use this guide when you need to understand a phone call before replying to a customer or handing work to another teammate.

Call history helps your team see when a call happened, whether it was inbound or outbound, and what was discussed when a transcript is available.

What you will accomplish

• Find call history inside a customer conversation.
• Understand inbound, outbound, and voicemail entries.
• Read or request a transcript when one is available.
• Place a call or send a written follow-up after you review the call.

Before you start

• Calling must be set up for your team. If call buttons are disabled, review Configure communication settings for Inbox.
• Make sure you have permission to view Inbox and customer communication history.
• Use call recordings and transcripts only for legitimate customer support and operations.
• Follow your facility's policy and local laws for call recording and customer consent.

Find call history in a conversation

1. Open Inbox

   Go to Inbox.

2. Select the customer

   Click the customer conversation.

3. Click Calls

   Near the top of the conversation, click Calls.

   The timeline now shows call activity only.

Expected result: You see only phone activity for that customer, such as inbound calls, outbound calls, or voicemail entries.

Read a call entry

Call entries use simple labels.

• INBOUND means the customer called your facility.
• OUTBOUND means your team called the customer.
• Voicemail means a recording may be available.
• The status, such as completed, tells you how the call ended.
• The duration shows how long the call or voicemail lasted.

Open a transcript

1. Find the call

   Use the Calls filter and find the call you want to review.

2. Click Transcript

   Click Transcript on the call entry.

   If a transcript is ready, it opens below the call.

3. Read the transcript carefully

   Use the transcript to understand the customer's request.

   Transcripts can make mistakes. If something sounds important or unclear, listen to the recording when available or confirm with the customer.

Expected result: You can read a written summary of what the customer asked for during the call or voicemail.

Generate or refresh a transcript

If a call has a recording but no transcript yet, you may see options such as Generate transcript or Refresh.

1. Click Generate transcript

   Use this when the transcript has not been created yet.

2. Wait for the transcript to process

   The transcript may show as pending while it is being created.

3. Click Refresh

   Use Refresh to check whether the transcript is ready.

Place a call from the customer conversation

1. Open the customer conversation

   Select the customer in Inbox.

2. Click Call

   Click Call near the top-right of the conversation.

   This uses the phone number shown for that customer.

3. Speak with the customer

   Confirm the customer's request and explain next steps clearly.

4. Add a written follow-up if needed

   After the call, send a short text or email if the customer or your team needs a written record.

Expected result: The new call appears in the same customer timeline after it ends.

Use Quick call for a number

Use Quick call when you need to dial a number directly without opening a saved customer first.

1. Click the phone icon

   On the Inbox page header, click the phone icon for Quick call.

2. Enter the phone number

   Type the number you want to call.

   The dialog shows the number it will dial when the number is valid.

3. Click Call

   Click Call to place the call.

What success looks like

• You can see the call in the customer timeline.
• You understand whether the call was inbound or outbound.
• You can read or request a transcript when a recording is available.
• Your follow-up message or next action matches what the customer asked for.

Troubleshooting

What to do next

After reviewing a call, respond from the same conversation. Use Send a text message from Inbox for a short follow-up or Send an email from Inbox for a longer recap.