Who this is for
Anyone on the team who wants to see what Scarlett has taken. Every call is recorded in the call log with a transcript, a summary, an intent and a status — so you can pick up where she left off without listening back to anything.
Time: 5 minutes to learn your way around. You'll need: to be signed in. Calls only appear once they start arriving, so set your divert up first.
Before you start
- Point your calls at Scarlett — no divert, no calls in the log.
Why this matters: Scarlett turns each call into structured notes — who rang, what they wanted, how urgent it was, and what happened next. The log is where that lands, newest first.
Steps
1. Open the call log
In the sidebar, open Calls. Every call is listed newest first, with the caller, an intent tag, a status, the postcode, duration, time and a one-line summary.
2. Narrow the list
Use the controls above the table:
- Search by caller, phone, postcode or summary.
- Date range — Today, This week, This month or All time. It opens on Today, so widen it if a call looks missing.
- Status — filter to Callback due, Unactioned, Booked, Transferred or Declined.
- Intent chips — All, Urgent, Booking, Quote, Enquiry, Complaint, Marketing.
What each intent means (Scarlett assigns one per call):
| Intent | Meaning |
|---|---|
| Urgent | An emergency — leak, collapse, no heat, gas safety |
| Booking | The caller wants a date |
| Quote | The caller wants a price |
| New enquiry | A general question |
| Complaint | An unhappy customer, flagged for a callback |
| Marketing | A cold sales call |
What each status means (what happened to the call):
| Status | Meaning |
|---|---|
| Booked | It went into your calendar |
| Callback due | It needs you to ring back |
| Transferred | It was put through to a colleague |
| Unactioned | Nothing is scheduled yet |
| Declined | Politely turned away (usually marketing) |
3. Open a call to read what was said
Click any row. The detail view shows the summary, the full transcript (each turn labelled Scarlett or Caller, with timestamps), and — where available — the recording. The sidebar links the customer, any job the call created, and the text Scarlett sent afterwards.
4. Add a note or export the log
Add anything the team should know in the Notes box on the call. To take the whole filtered list elsewhere — a spreadsheet, your accountant — use Export CSV above the table; it exports exactly what your filters show.
Verify it worked
Open Calls, set the date range to This week, and you should see your recent calls with an intent and a status on each. Open one and the transcript reads back the conversation turn by turn.
Troubleshooting
A call I expected isn't in the list. First widen the date range — the log opens on Today. If it's still missing, Scarlett may not have known which business the call was for. See Calls aren't showing up.
The recording says "No recording available for this call." Recording playback isn't switched on for every call yet — the transcript and summary are always there, and are the fastest way to see what happened.
The status looks wrong. Status reflects what Scarlett could do on the call — for example, a booking she couldn't fit becomes Callback due, not Booked. Change what she can do under Set call-handling rules with scenarios.
What's next
- Manage every conversation in the Inbox — calls, texts and emails per customer.
- Track jobs from enquiry to done — the jobs Scarlett books.
- Work with customer profiles — everyone she's spoken to.