Daily Work - Getting Better
Phone Calls
Everything about a call on a task: the blue call bar, what it tells you, and what stays in the conversation once you hang up.
Quick Answer - 30 Seconds
To call: Call in the message box → wait for Connected → talk → Hang up.
New to calling? Start with Call the Customer. This page is the detail.
Who you're calling
Call dials the customer's Primary phone number, mobile or landline: the one shown under On the record. You see it on the bar as Calling (512) 555-… while it rings.
To call a different number, add it under Contacts first. A new number becomes Primary, so that's the one that gets called. See Contacts and Addresses.
What the call bar tells you
| The bar shows | It means | Buttons |
|---|---|---|
| Ringing · Calling + number | The customer's phone is ringing | Red phone button cancels the call |
| Connected · number · recording kept | You're talking. The timer runs. The call is recorded. | Mute (microphone), Hang up (red phone) |
| Microphone white with a line through it | You're muted. The customer can't hear you. | Click it again to talk |
| The bar is gone | The call ended, from your side or theirs | Call works again |
If the customer hangs up, the bar closes by itself.
The call won't connect, or the customer can't hear you? See Phone Not Working.
Before you dial
- Read the summary at the top of the task. It says why the customer reached out.
- Scroll the conversation, the messages and calls in the middle of the screen. Don't ask what they already told the AI assistant.
- Check Next actions in the right column. It lists what's still missing, like an address or a yes/no on authorization.
During the call
- Confirm what you heard: "So the AC stopped cooling this morning, and you're at 1566 Lohmans Crossing?"
- Fill the gaps while you have them: name, address, can they authorize the work. Each one has its own button in Next actions.
- Need a moment? Mute, check, unmute. Keep it under a minute.
- Take notes as you go: type in the message box and click Add note. The call keeps going. See Adding Notes.
The customer is angry or wants a manager? See The Customer Is Angry and The Customer Wants a Manager.
After the call: the call card
When the call ends, a card lands in the conversation:
- Call · [customer] and [you] with the direction and outcome
- Answered after how many seconds, and Length
- Call summary: a short written recap of the call
- Play the recording, once the recording is processed
- Call transcription, when one is available, to read the call word for word
A call nobody answered shows as a short row instead, for example no answer or line busy.
Anyone who opens the task later sees the same card. That's why you don't need to retype the whole call in a note: write what was agreed and what happens next.
When nobody answers
- Leave a short voicemail if you reach one.
- Send a text so they can answer when it suits them. See Sending Messages.
- Still nothing? Follow I Can't Reach the Customer.
Quick Tips
- ✅ Wait for Connected before you talk - during Ringing nobody is listening.
- ✅ Say what happens next before you hang up - date, time, who calls whom.
- ✅ Mute instead of covering the mic - the button is one click.
- ❌ Don't hang up to look something up - mute, check, unmute.
- ❌ Don't retype the call in a note - the card already has the summary and the recording.