Review calls, voicemails and recordings

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.

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 Assign, note and follow up on a call. For the NovaAI overview and its suggestions, see Review and approve what NovaAI suggests after a call.

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.

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.