Calls, messages and alerts
Follow every call, see what needs you and pick up the messages callers leave.
On this page
Every call is logged, and anything that needs a person comes to you.
Home
Home shows how calls are going. Pick Today, 7 days or 30 days, and switch between Incoming and Outgoing if you run both kinds of agent. Outgoing shows Dials, Reached, Meetings booked and Callbacks requested. Incoming shows Answered, Resolved by AI, Transferred to your team and Missed calls.
The Needs you card lists what needs attention, such as paused campaigns with the reason, or transfers your team didn’t pick up.
Calls
Calls lists every call. Show Incoming or Outgoing calls, filter by agent, campaign, outcome, topic or flag, and open a call to read it. The call page has:
- The recording, if one is stored, and the Transcript.
- A Summary. Outgoing calls also give the Objection, Next step and Sentiment.
- Details, such as the campaign, the agent and how the call ended.
Low confidence means the AI wasn’t sure of the outcome, so read the transcript first. An incoming call the AI flagged shows Needs review, with the reason.
| Outcome | What it means |
|---|---|
| Meeting booked | The lead agreed a time, and it is in the calendar. |
| Call back | The lead asked to be called later. The campaign calls then. |
| Human follow-up requested | The request is in Messages, and AI calls to that lead stop. |
| Resolved by AI | The agent answered an incoming call itself. |
Messages
Messages is the inbox for requests from calls. The agent takes a message when your team can’t take the call, and Taken because says why, such as After hours or Your team was busy. The email addresses set on the agent get an email, and each message shows its Team notification status.
Urgent messages come first. Choose Mark handled when you’re done. Use Undo straight away, or Reopen the message later.
Human follow-up
You can set an agent to pass on an agreed request to your team, so it lands in Messages. On the agent’s Settings tab, choose Allow agreed human follow-up, say when your team should follow up, and add the addresses to notify. The lead moves to With your team, and the agent stops calling them.
Do not call
The Do not call list holds numbers your agents must not call. A number appears when someone asks not to be called, or when an admin adds it. Why says which.
Adding a number stops its leads at once. Removing it sends them back to To call, in campaigns that can still call. Only remove a number if the person agreed to be called again.
Admins add and remove numbers. Entries marked Managed by Future Ready stay.
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