Call logs
Contacts → Call logs lists the phone calls and text messages made to and from the phone numbers on your account.
The call log needs at least one phone number on your account. Phone numbers are set up under Communication Services in the Administration Portal. See Communication services. Without a number, the page says there are no phone numbers on this account yet, with a link to Communication Services.
Open in Clockwork CRMEnter your Clockwork CRM address at the top of the page to open this in your Clockwork CRM.
Where calls and messages come from
| Entry | How it gets into the log |
|---|---|
| Inbound call | A call to one of your numbers. The call is forwarded to the number set for that phone number. If no forwarding number is set, the caller is asked to leave a message after the beep |
| Outbound call | A call made with Make an outbound call from the phone icon on a person or company |
| Inbound SMS | A text message sent to one of your numbers |
| Outbound SMS | A text message sent from a person or company record |
Every call is recorded. Before a forwarded or outbound call is connected, a message says that calls are recorded for monitoring and training purposes. A call appears in the log once its recording has been saved.
When a call or message arrives or is sent, it is linked to every person and company whose phone number matches the other party's number. People are matched on Telephone, Mobile, the telephone and mobile recorded for them at a company, and Phone custom properties. Companies are matched on Telephone and Phone custom properties. The number must match exactly as it is stored. A call or message that matches no one is Unlinked.
The Log a call option on a contact's phone icon does not add to the call log. It records a call as a calendar entry on the contact's timeline.
Phone numbers
Phone numbers on the left lists your numbers, with their name and number. A mobile icon or a desk phone icon shows the type of number. Select a number to see its calls and messages. When you have more than one number, All numbers shows them all, and is selected when the page opens.
The menu on each number has one action:
Link unlinked messages and calls looks at every unlinked call and SMS message on that number, after you confirm, and links each one to the people and companies whose phone number now matches, in the same way. When it finishes, a message shows how many calls and messages were linked, and how many could not be.
Filtering the log
| Control | What it does |
|---|---|
| Text messages and Calls | Switch between text messages and calls. Text messages is shown first |
| Search messages | Finds messages containing the text you type. Shown for text messages only |
| Direction | Both, Sent or Received for text messages. Both, Inbound or Outbound for calls. Both is the default |
| Contact | Limits the log to entries linked to one person or company |
| All, Linked and Unlinked | Linked shows entries linked to a contact, Unlinked shows entries not linked to any contact, All shows both. All is the default. Hidden while a contact is chosen |
| From and To | Limit the log to a period. The cross clears both dates |
| Newest first / Oldest first | Switches the order |
The tiles at the top count the entries loaded so far: messages received, sent and unlinked, or calls inbound, outbound and missed, with the talk time. Latest shows when the newest entry was.
The log loads 25 entries at a time. Load more messages or Load more calls at the bottom of the list fetches the next 25.
SMS messages
Each message shows:
- the person or company it is linked to, with their photo, and how many more contacts it is linked to
- a red Unlinked badge, when it is not linked to anyone
- the other party's number
- Received or Sent
- the message text, with the date and time
Phone calls
Each call shows whether it was an Inbound or Outbound call, the date and time, the other party's number and your number. An inbound call that was not answered shows Missed, and an outbound call that was not answered shows No answer. A call that is not linked to anyone shows the red Unlinked badge. Each call also shows the linked contact, the user who made or answered it, and its length.
Listen opens the call's recording under it, and Close hides it again. A call that was not answered has no recording. When a recording is missing, the call says "There's no recording of this call."
The play button plays and pauses the recording. Click or drag along the bar to move through it. The buttons under the bar go back or forward 10 seconds, change the playback speed, mute the recording and download it. Once a call has a transcript, the bar shows when the agent and the customer were speaking, and how much of the call each of them spoke.
Transcripts
Request transcript creates an AI transcript of the call. The button appears when the call has no transcript yet, or the last attempt failed. While it is being made, the call shows "The transcript is queued." and then "The transcript is being written.". If it fails, the call shows "The transcript failed." and the button appears again.
A finished transcript is shown under the player, split into what the agent (your user) and the customer said, with the time each part starts.
- Click a time or a word to play the recording from that point.
- The word being spoken is highlighted as the recording plays.
- Words the transcription is unsure of are underlined with dots. Hover over one to see its confidence.
- Find words and phrases highlights matching text. The arrows move between matches.
Actions on an entry
The menu on each call or message has these actions.
| Action | What it does |
|---|---|
| Go to contact | Opens the Calls or SMS tab of the linked person or company. Shown for linked entries |
| Link to contact | Opens Link to contact. Choose a person or company and select Link to contact to link the entry to them. An entry can be linked to more than one contact |
| Archive call or Archive message | Archives the entry after you confirm. The confirmation warns that this unlinks it from every contact and archives it for good |
| Unlink call or Unlink message | Shown in place of the other actions while a contact is chosen in the Contact filter. Removes the link to that contact only |
On contact records
Calls and text messages also appear on the Calls and SMS tabs of the person or company they are linked to.
The tiles at the top count everything the tab's filters match: calls inbound and outbound, with the talk time and the last call, or messages sent and received, with the last contact.
| Control | Tab | What it does |
|---|---|---|
| Search messages | SMS | Finds messages containing the text you type |
| Viewing for number | Both | Shows entries for one of the contact's numbers, or Any number |
| Direction | Both | Both, Inbound or Outbound on Calls. Both, Sent or Received on SMS |
| From and To | Both | Limits the entries to a period |
| Newest first / Oldest first | Calls | Switches the order |
Load more calls and Load older messages fetch more entries. On a person, choosing one number in Viewing for number shows the messages as a conversation.
To send a text message from the SMS tab:
- Choose one of the contact's numbers in Viewing for number. The send form appears at the bottom when your account has at least one mobile number.
- Choose your number in Send from. Only your mobile numbers are listed.
- Type the Message and select Send.
The menu on each entry on these tabs offers Unlink call or Unlink message, which removes it from this contact only.
Related
- People, where a contact's calls and messages also appear
- Companies
- Communication services, buying phone numbers
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