Calls

Activity → Calls lists every phone call your assistant handled. Each row is one call; opening it gives you the recording, the turn-by-turn transcript and the outcome.

The list

Column	What it is
Date	When the call started.
Client	The number the call came from.
Channel	The number that was called — the one your assistant answers on.
Venue	Which of your venues the call was for.
Status	Whether the call is still in progress or has ended.

Calls are listed newest first, 50 to a page.

Finding a call

Four filters sit above the list, and they combine:

• Search — free text across the call.
• Date range — a start and an end date.
• Client phone — the caller’s number, when you know who you are looking for.
• Venue — narrows to one of your venues.

Tip

When a guest calls to complain about a booking that went wrong, filtering by client phone is almost always the fastest route: you get every call that number ever made, in order.

Opening a call

Selecting a row opens the call, in two tabs.

Call

The recording, with a player you can scrub, and below it the conversation broken into interactions — what the caller said, what the assistant answered, and any key the caller pressed on their keypad.

The tab also records how the call ended, which is often the part you actually need:

• whether the caller hung up or the assistant ended the call,
• whether the call was transferred to an extension or to an agent, and whether the transfer succeeded,
• any questions the caller asked that the assistant answered from your FAQs.

Notes

Free-text notes on the call, for your own team. You can add, edit and delete them. Notes are internal — the caller never sees them.

Call tags

Every finished call is tagged with what happened on it. Tags are the quickest way to scan a day: green means a booking was made, red means something the caller wanted did not complete.

Tag	Meaning
Booking	A reservation was created.
Booking modified	An existing reservation was changed.
Booking cancelled	An existing reservation was cancelled.
Booking confirmation	The caller confirmed a reservation.
Booking not completed	The caller set out to book and did not finish.
Modification not completed	A change was started and not finished.
Cancellation not completed	A cancellation was started and not finished.
No availability	Nothing free for what the caller asked for.
Out of schedule	The requested time falls outside your opening hours.
Too many diners	The party was larger than the assistant can book directly.
Already booked	The caller already had a reservation.
Notice period not allowed	The booking was attempted too close to the sitting.
Booking not found	The caller referred to a reservation that could not be found.
Waiting list	The caller was added to the waiting list.
Card required	The booking needs a card and the caller did not give one.
Menu choice required	The booking needs a menu chosen up front.
Transferred	The call was passed to a person.
Transfer failed	A transfer was attempted and did not connect.
Request not supported	The caller asked for something the assistant does not handle.
Enquiry	The caller asked a question rather than booking.
Menu	A question about the menu.
Opening hours	A question about your hours.
Delivery	A question about delivery.
Events	A question about events.
Experience	The caller asked about an experience or add-on.
Group	A group booking request.

Alongside them, a tag shows the language the call was held in.

Note

A run of Booking not completed, No availability or Too many diners is worth reading rather than counting. Each of those is a caller who wanted to book and did not, and the transcript usually says why.

Related

• Summary — the same conversations as one row each, with what the caller wanted.
• Requests — event and large-group enquiries, which are managed rather than just read.
• Reports — the same activity as figures over time.