# Call logs

> See the calls and text messages made to and from your Clockwork CRM phone numbers.

Source: https://help.clockworkcrm.com/contacts/call-logs
Last updated: 2026-10-09

**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](https://help.clockworkcrm.com/admin/communication-services). Without a number, the page says there are
no phone numbers on this account yet, with a link to **Communication Services**.

## 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

![The call log tiles and filters: text messages or calls, search, direction, contact, linked or unlinked, dates and order](https://clockworkcrm.blob.core.windows.net/public-internal/docs/contacts/call-log-filters.png?v=32bcb723)

| 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.

![Phone calls in the call log, each with its contact and length](https://clockworkcrm.blob.core.windows.net/public-internal/docs/contacts/call-log.png?v=df9df630)

**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:

1. 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.
2. Choose your number in **Send from**. Only your mobile numbers are listed.
3. 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](https://help.clockworkcrm.com/contacts/people), where a contact's calls and messages also appear
- [Companies](https://help.clockworkcrm.com/contacts/companies)
- [Communication services](https://help.clockworkcrm.com/admin/communication-services), buying phone numbers