HotlineCalls
Calls
The Calls page is a log of every incoming call received across all your hotlines — whether handled by AI, forwarded to a human, or unanswered. Use it to see call volume, identify missed calls, and jump directly to a transcript.
Estimated time: 2 minutes
Where to find it
Ops → Customer Help → Calls
All incoming calls in reverse chronological order. 20 calls per page.
What each column means
| Column | Description |
|---|---|
| Caller | The phone number that called your hotline. Shows as a dash (—) if the number was withheld. |
| Hotline | The name of the hotline that received the call. |
| Transcript | Shows a View transcript badge if a transcript exists for the call. Click it to jump directly to that transcript in the Call Transcripts page. Shows No transcript for calls that were not handled by the AI (e.g. forwarded directly to a human or unanswered). |
| Time | Date and time the call was received. |
Why some calls have no transcript
A transcript is only created when the AI voice assistant handles the call. Calls that were forwarded directly to a human (via a priority forwarding hotline) or that were not answered do not generate a transcript.
ℹ️
If a call shows No transcript but you expected the AI to handle it, check that the hotline's flow type is set to AI Agent in Settings → Hotlines.