Calls
What it is for
Each contact in a campaign receives one or more calls from the voice agent. Each call leaves behind its status, disconnection reason, recording, transcript and what the AI understood (the Interest report). With that, the sales rep knows what the contact is interested in before talking to them.
How to get there
- By lead: Pipelines → click the card → Open lead → the Activity (filter Calls) and Interest report sections.
- By campaign: Prospections view → campaign panel → Call coverage.
The screen in detail
Call statuses
Starting, Calling, Contacted, Failed and No answer.
Disconnection reasons
Voicemail · Reached an IVR · Busy · Declined the call · Marked as spam · Could not dial · Invalid number · The prospect hung up · The agent ended the call · Answering machine · Max duration reached · Inactivity.
The Interest report
- Call type: Interest call or Qualification.
- The sentiment of the conversation (positive, neutral or negative).
- What they're interested in, Interest level, Urgency and Role.
- Next step, the scheduled call if there is one, or whether they asked to be called back.
- Sales recommendation, Key answers (to the campaign's key questions), Qualification attributes, How to approach them and Call context.
- The attempts and their result.
- The Listen to the call, View transcript and Relaunch buttons.
What you can do
Listen to the call or read the transcript
Open the lead, go to Interest report and click Listen to the call or View transcript.
Call again with the AI
- Open Pipelines and click the lead's card.
- In the quick panel, click AI call: the voice agent calls this contact again (Call on its way).
Or click Open lead, go to Interest report and click Relaunch: the result re-evaluates the lead.
Retry all failed calls in a campaign
From the campaign panel, Call coverage → Retry failed. See Prospecting campaigns.
Give feedback on the call
- Open the lead and, in Activity, click Write a note about this lead….
- Switch to the Feedback tab.
- Answer Did the AI qualify this lead correctly?, select the stars and write in Tell us what really happened.
- Optionally select What worked / What needs improvement and What should the AI do differently on the next call?.
- Click Save feedback.
The feedback summary for each campaign appears in its panel, under Sales feedback.
Required permissions
| Action | Permission |
|---|---|
| View a lead's calls | lead.read |
| AI call / Relaunch | contacts.update |
| Give feedback | lead.update |
| Retry failed | prospect.update |
FAQ
The call came back as "Marked as spam". The contact's carrier flagged the number as spam. Check the number's verification in AI connections.
Does the call repeat on its own? Yes, according to the cadence: up to the Max attempts, with the configured Retry interval, and always within the time window.