Assign, note and follow up on a call

From one call's detail, hand the call to a teammate, leave an internal note, move its follow-up through Start, Waiting, Escalate and Resolve, and act on what NovaAI suggests.

In the sidebar, open Communications, then Calls, and press a call. The page address is /communications/calls/ followed by the call, so you can bookmark it or send it to a teammate. The Call detail panel opens over the Calls Desk; closing it takes you back to the list with your filters kept.

Steps

1. Under Call ownership & notifications, press View controls.
2. Pick a teammate under Assign owner, or press Assign to me. Open Handoff defaults first if you want to choose whether the new owner is told straight away and whether you keep following.
3. Under Call internal notes, press View notes, then Add note. Type the note, choose anyone to tag under Mention teammates, and press Add note. The caller never sees these notes.
4. If the call has a follow-up, its card shows the subject, status and priority, when it is due, when it escalates and when it was resolved. Press Start when you pick it up, Waiting while you wait on the customer, Escalate to mark it Urgent, Resolve when it is done, or Reopen to put it back to open.
5. If the caller left a voicemail, use Voicemail ownership & notifications and Voicemail internal notes the same way.

What you see

• When the call has a follow-up, the two sections are named Call follow-up ownership & notifications and Call follow-up internal notes instead.
• Under Your alerts, Follow keeps you getting updates after the call moves to someone else, and Remove me stops them. Pause alerts silences them for you only.
• A yellow notice with Sync now appears when the phone company has not yet confirmed the call's final status or length. Press it to fetch the latest.
• When NovaAI for calls is on, Live Assist lists what NovaAI suggests doing about the call, each with Why this was suggested. Press Approve, Reject or Snooze, Edit to change a suggestion, or Execute to carry it out. Open full post-call review workspace opens the whole review; see Review and approve what NovaAI suggests after a call.
• Open live ops opens the call on Live Calls. Open recovery appears when a live call ran into a problem.
• For recordings, voicemails, transcripts and linking the caller to a customer, see Review calls, voicemails and recordings.

If something looks different

• The page says the call is not available: the link is old, the call was removed, or it came in on a phone line you cannot see. Press Show all calls.
• There is no follow-up card: this call has no follow-up.
• Approve, Reject and Snooze are missing: your role cannot decide NovaAI suggestions. Edit and Execute each need their own permission too.
• Ignore turns a suggestion down the same way Reject does.

Open the Calls Desk