Calls
Every call your AI handled — listen to recordings, read transcripts, see what was said, and follow up.
The Calls tab is your full call history. Every conversation your AI took is logged here with the date, who called, how long they stayed on, what happened, and a link to the transcript or recording.
What this tab is
- A metric strip across the top — minutes handled this cycle, total calls, average length, and bookings made. The pills double as filters: click "bookings" or a rating pill to filter the list to just those calls.
- A row per call below that, newest at the top.
- Each row shows the caller (name if known, phone if not), how long the call ran, the call status (completed, missed, failed, in progress), and an outcome chip — what the AI actually accomplished: appointment booked, lead captured, question answered, transferred, voicemail, no connect, abandoned, spam, or other.
- A view switcher lets you flip between every call, calls grouped by run, and a "By Leads" view that groups every call against the contact it belongs to.
- Click a row to open the call detail page with the full transcript, recording, and any contact captured during the call.
How to use it
- 1Use the search bar to find a caller by name or phone number. Names persist — once a caller identifies themselves on any call, all their past calls (where they used the same phone) show that name retroactively.
- 2Filter by outcome from the Outcome column header to review quickly. Voicemail and no-connect calls are usually the most actionable — they're where your AI couldn't finish the job in real time. The Status column header has a "Missed only" toggle that narrows the list to missed and failed calls.
- 3Click into any call to read the transcript. The detail page also shows "What your AI did" — value-framed tiles summarizing the outcome, who the caller was, and the actions the AI took.
- 4On the detail page, every booking, contact, or SMS triggered by that call is linked at the bottom — one click to follow up. When a call booked an appointment, a Confirmation Audit block cross-checks what the AI said it would send against the messages that were actually dispatched.
- 5Rate a call good or needs work, or escalate it to EMOR support, from the call detail page — the rating pills on the metric strip then let you pull up everything you flagged.
Caller names appear retroactively
When your AI learns a caller's name on a call, every prior call from the same phone number gets that name applied — so old "Unknown" rows fill in automatically.
Common questions
Why does a call show "no transcript"?
Transcripts are saved during the call and finalized when it ends. If a call ended abnormally (caller hung up immediately, the connection dropped, or transcription itself failed) there may not be enough text to render. Audio is dropped at the same moment transcription is — they fail together so the call doesn't look healthier than it actually was.
What's the difference between "missed" and "voicemail"?
"Missed" is a call status — the call reached your AI but the caller hung up before anything useful happened. "Voicemail" is a call outcome — the system intentionally routed the call to an audio voicemail recording, usually after-hours, when concurrent calls hit the cap, or because a transfer target had voicemail fallback turned on. Status describes how the call ended; outcome describes what the caller got. Your AI itself never sends callers to voicemail mid-conversation; voicemail is a system fallback when your AI can't take the call at all.
Can I delete a call?
Yes — open the call detail page and use the Delete call action in the header. That removes the call, its transcript, and any recording. For ongoing cleanup, retention is set on Settings → Privacy & data, where you choose how long calls, transcripts, and recordings are kept before they're purged automatically.
A caller said something I want my AI to handle differently next time.
Open the call, copy the relevant exchange, and add it to your Knowledge Base as a Q&A. Next time a similar question comes in, your AI will have the right answer. If the entry contradicts an existing one, the KB Steward will ask you which version is canonical before saving.
Why does a call show "missed" if my AI answered?
"Missed" is the call status — it means your AI did pick up, but the caller hung up before anything useful happened, for example dropping off before giving their name or before a booking was finalized. The status reflects how the call ended for the caller, not whether your AI answered.
AI Insights
Patterns across many calls — knowledge gaps, missed bookings, weekly briefing.
Knowledge Base
Where to add the answers your AI missed during a call.
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AI Insights
A daily briefing on your calls plus a chat that answers plain-language questions about how your AI receptionist is performing.
Knowledge Base
Everything your AI knows about your business — services, hours, pricing, policies. A state model the AI consults, not a doc store. The more you fill in, the more your AI answers confidently.
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