---
key: review-calls-and-voicemails
title: Review calls, voicemails and recordings
audience: staff
section: communications/calls
routes: ["/communications/calls"]
permissions: ["communications.call.read"]
features: ["communications.calls"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Find a call on the Calls Desk, listen to its recording or voicemail, read the transcript, link the caller to a customer, and call them back.
keywords: [call log, call history, missed call, voicemail, listen to recording, transcript, call back, who called, phone]
related: [follow-up-on-a-call, review-a-call-with-novaai, transfer-a-live-call, find-a-conversation-across-channels, create-an-account]
---

In the sidebar, open **Communications**, then **Calls**. The page address is `/communications/calls`. The page title reads **Calls Desk**.

## Before you start

- Your organization needs a phone line that can take calls. If the page reads **No call-ready phone lines connected**, an admin has to press **Purchase number** or **Transfer number** first.
- Your role needs permission to read calls. Playing a recording and playing a voicemail each need their own permission too.

## Steps

1. Press **View** beside **Filters**, then choose **All**, **Missed**, **Voicemail** or **Recordings**. To return to all calls, remove the active view chip below the toolbar.
2. To find one call, type a name, account or phone number in the search box.
3. For more filters, press **Filters** and set **Direction**, **Call status**, **Date from** and **Date to**, or whether the call has a **Recording**, **Voicemail** or **Transcript**. Press **Done**, or **Clear filters** to start over.
4. Press a call. The **Call detail** panel opens.
5. Under **Recording playback**, press **Play recording**. Under **Voicemail playback**, press **Play voicemail**. Nova loads the audio and shows a player; press its play button. **Clear** closes the player.
6. Under **Transcript**, press **Open transcript drawer**. **Call transcript** shows the **Transcript text** and, when Nova has them, **Speaker segments** with who spoke when.
7. Under **Linked records**, press **Create account** to make a new customer from this caller, or **Link account** to attach the call to an existing one. In **Create or link an account**, fill in the grouped details and check **Here’s what will be saved**, then press **Create account** or **Save details**.
8. To call them back, press **Dial in softphone** at the bottom of the panel. The softphone opens with their number filled in; place the call from there.

## What you see

- In the Android keypad, the country selector shows the country code once and the number beside it uses local formatting. Paste a full international number to select its country automatically; an extension stays separate and is dialled after the call connects.

- The list shows each call's **Account**, **Status**, **Duration** and when it **Occurred**, with chips such as **Inbound**, **Missed**, **Voicemail**, **Recording**, **Spam** or **Calls blocked**. Press a column heading to sort by it.
- The panel starts with the direction, status, length, who called whom and the line, with **Marked spam** or **Calls blocked** when the number is flagged.
- **Linked records** shows the contact and account the call is tied to, or **Not linked**. When NovaAI for calls is on, **Caller identity** above it is NovaAI's own read of who called.
- New recordings and voicemails appear on their own once ready.
- **Open unified conversation timeline** shows this caller's texts, emails and calls in one place. **Open live ops** opens the call on **Live Calls**.
- To assign the call, leave notes or work its follow-up, see [[follow-up-on-a-call]]. For the **NovaAI overview** and its suggestions, see [[review-a-call-with-novaai]].

## If something looks different

- The list reads **No calls match these filters.**: widen the dates, or press **Clear all filters**.
- The list says this call isn't available (usually from an old link): it was removed, or it came in on a line you cannot see. Press **Show all calls**.
- **Recording playback** names a permission instead of a play button: your role cannot play recordings. The same goes for **Voicemail playback**.
- **Recording playback** says recording is disabled for this call: that line does not record calls.
- **Recording playback** reads **Recording is processing and will be available shortly.**: wait a minute or two; the player appears by itself.
- **Media is not available for this call.** after pressing play: the audio is no longer stored or could not be found.
- **Create account** and **Link account** are missing: the call is already linked to both an account and a contact, or your role cannot create accounts and contacts.
- **Dial in softphone** is greyed out: the call has no caller number. It is missing when your role cannot place calls.

[[route:/communications/calls|Open the Calls Desk]]


## Create follow-up work after linking a caller

In the after-call panel, **Connect + create task** and **Connect + create job** open the same account review. Enter or choose the account, check **Here’s what will be saved**, then press **Create account** or **Save details**. Nova links the caller before creating the selected follow-up work. You can edit the account details without closing the call panel.