Calls

This list shows all phone calls recorded in the CRM with AI-powered analysis: transcript, conversation quality, sentiment, topics, buying signals, and objections. Clicking a call opens the detail view with everything about that conversation.

What can I do here?

• Switch between "My calls" and "All calls" with one click
• Search, filter, and sort all calls (e.g. by direction, outcome, owner, time range)
• Search by customer number (CID): a purely numeric entry in the search box is automatically matched against the CID; a dedicated "CID / Customer number" field is also available under "More filters"
• Open a call to see metadata, linked records, the recording, AI analysis, and the transcript
• Set the callback status of a call (e.g. "Called Back", "Not Reachable")
• Bulk-edit several calls at once: change status, set callback status, or auto-distribute unassigned calls (round robin)
• Swap the speaker roles in the transcript if employee and contact ended up the wrong way round
• Export calls as CSV (all columns, only visible columns, or only AI columns)
• Jump straight from the list to Calls Analytics

Step by step

1. Switch between "My calls" and "All calls": The two tabs above the filter bar show either only the calls assigned to you or every call you're allowed to see. The list starts on "All calls" - as before, nobody loses anything; "My calls" is just one click closer than it used to be.
2. Look up a call: Use the filters (e.g. direction, outcome, time range) or sorting to find a specific call.
3. View call details: Click a call to see metadata, linked contacts/companies/deals, the recording (if available), the AI analysis, and the transcript.
4. Track a callback: Set the callback status on the call or via a bulk action to keep track of outstanding callbacks.
5. Export calls: Choose "Export" at the top, pick a column preset, and download the CSV file.

Fields explained

Values & statuses

Direction (call_direction)

Inbound, Outbound.

Outcome (call_outcome)

Connected, Interested, No Answer, Left Voicemail, Voicemail, Not Interested, Wrong Number, Busy, Lost in Queue - that's all 9 possible values.

"Unknown" is not an enum value of its own - it's just the label shown in analytics for calls with no recorded outcome.

Status (call_status)

There are exactly 3 possible values:

There is no "In Progress" status - a call is either still scheduled or already ended (completed/cancelled).

Callback status (call_callback_status)

Frequently asked questions

Why doesn't a call have a transcript?
A transcript is only produced when a recording exists and the AI analysis has completed. If there's no recording or the analysis failed, the transcript stays empty.

How do I see which callbacks are still outstanding?
Via the callback status in the list, or bundled together in the "Callback Backlog" on Calls Analytics.

Can I assign several calls to an owner at once?
Yes, the "Assign Unowned" bulk action distributes up to 500 calls at once using round robin.

Which language are the AI analysis and transcript shown in?
Both appear in your selected interface language. If the call was held in a different language, the AI analysis and the transcript are translated once and stored - the next time you open the call they are available immediately. While a translation is running, the section shows a loading indicator and the text appears only once it is fully translated, so the language never visibly switches mid-view. Use "Show original" to see the original wording at any time. Very long transcripts are only partly translated to limit cost; a note next to the heading indicates this.

Employee and contact are swapped in the transcript - what now?
In the "Transcript" section, click "Swap speakers". The roles are swapped throughout the transcript; a second click undoes it. See "Who is speaking in the transcript" below.

How do I quickly find all calls for a specific customer?
The fastest way is the customer number (CID): just type it into the search box - a purely numeric entry is automatically recognized as a CID. This is especially useful for unknown phone numbers or when a company has several contact people. Alternatively, use the "CID / Customer number" field under "More filters". If the CID is unknown, the list shows an empty state instead of an error.

Where does the call data come from?
Calls are mostly imported automatically from the connected phone system; that connection is set up under Integrations.

The top right says "Call monitor stopped" - what does that mean?
The call monitor is the notice that appears in the top right when a call comes in - on every page, not just under "Calls". It holds a live connection to the server. If that connection drops for good, the monitor retries for a while at growing intervals; if that does not help, it stops and shows this notice instead of retrying forever. Use "Reconnect" to start a fresh attempt. While the notice is up, incoming calls are not shown as pop-ups - they still appear in the call list as soon as the phone system reports them. If the notice comes back after reconnecting, check your permissions for the CRM area and contact your administrator.

How quality, sentiment and topics are calculated

A call's AI fields are produced in a two-stage automatic pipeline as soon as a recording is available:

1. Transcription: the recording is turned into text (language German, default engine Google Gemini). The audio quality is also classified here: if the recording is too quiet/unintelligible ("low_quality"), the further analysis is skipped.
2. AI analysis: only for good audio quality does an AI language model (OpenAI GPT-4o-mini) then read the full transcript and derive the following fields:

When it updates: processing starts automatically once a call with a recording is completed, and runs in the background via a queue (progress: the "AI processing" field). Without an AI key, or when the monthly AI budget is exhausted, it does not run. The values are determined once per call and then stored.

Who is speaking in the transcript

Every line of the transcript is labelled Employee or Contact, together with the matching name. That mapping does not come from an AI guess but from the direction of the call:

• Outbound call: whoever answers speaks first - so the first line belongs to the contact, and your colleague follows with the self-introduction.
• Inbound call: the other way round - whoever answers is your team.

There is an additional cross-check: if someone introduces themselves using the name of the responsible employee ("my name is ..."), that evidence outweighs the direction rule - for example when the recording only starts after the greeting.

If the mapping is not backed by evidence, the note "Speaker mapping unverified" appears next to the "Transcript" heading. This happens when the call has no recorded direction, when the signals contradict each other, or when the transcript predates this change. In that case, check the first few lines before quoting or evaluating the call.

Swapping roles: if employee and contact are the wrong way round, click "Swap speakers" in the transcript section. This swaps the roles throughout the transcript, including the displayed names and any translation already produced. Clicking again undoes the swap. The action is logged (who, when) and requires the write permission for calls. You do not need to re-transcribe the call.

How to improve the AI evaluation

The quality score rates the real conversation - the biggest lever is conversation handling itself. In addition:

1. Ensure good recording quality. Only "good" recordings are analysed - with quiet/distorted recordings all AI fields stay empty.
2. Call in a clearly structured, solution-oriented way. Clarity, active conversation handling and a recognisable close raise the quality score.
3. Make sure the call is recorded. Without a recording there is no transcript and therefore no evaluation.

Who may place a call?

Since August 2026, placing a call (click-to-call) is a permission of its own - Place a call, separate from Edit telephony, which sets the system up. Anyone who may only configure telephony no longer opens a connection with it. Roles that could dial before still can; the new permission was handed to them automatically. It is granted under Staff & Roles.

Double-clicking the call button does not open a second connection: if the same call request is submitted twice, the system answers with the result of the first attempt instead of dialling again.

Related topics

• Calls Analytics
• Activities
• Integrations
• Contacts