Every call the receptionist takes is written down: who rang, what they wanted, what happened, and anything someone on your team needs to do about it. Anyone on your team can read the calls and follow them up.
Click Receptionist in the sidebar.
Click the Calls tab.
Calls are newest first. Pick a tab:
All: every call.
Follow-ups: callback requests and messages until someone marks them done, and visits waiting for your OK. The number shows how many are waiting.
Appointments: calls where it booked a visit.
Messages: callback requests and messages.
Needs a letter: callers who said a letter brought them, but whose letter wasn't found.
Choose From letters instead of Any source to see only the calls your letters brought in. Click Export to download the calls you're looking at as a spreadsheet.
Click a call. Its page shows:
Who rang, when and for how long, and what happened.
Who they are to you, if they've rung before, or they're a client or a lead you wrote to.
A summary of the call.
Heard about you from: what they said when asked how they heard about you.
What they told us: the details it collected, like their address, the job, when they want it done and their budget.
Recording, to listen back, if you record calls.
Transcript: everything said, with the steps of your call flow it went through.
Click Ring back to call them from your phone. If it booked a visit, click the visit to see it on the Schedule.
A callback request or message shows Waiting for someone to ring them back or Waiting for someone to read it, with who it's for.
Ring them, or read it.
Click Mark done.
It leaves Follow-ups and says who followed it up and when. A visit waiting for your OK shows Approve and Decline…. See How to choose who your receptionist books visits with.
When a caller reads out the reference on one of your letters, or gives their address, the call is linked to that letter by itself, and counts on its campaign. When it couldn't be matched:
On the call, click Link a letter.
Type the letter's reference, the address or the name.
Click the letter.
To fix a wrong link, click Change, then pick the right letter or Not from a letter.
On the Needs a letter tab, each call shows the letters it most nearly could be. Click Link next to the right one. If none comes close, click Find it on the call and search.
If the caller is a lead from one of your campaigns, the call shows Won the job? Click Mark as won, type What's the job worth? if you know, and click Mark as won again. It counts on the campaign that found them.
Appointment booked: it booked a visit.
Wants a call back: they asked for someone to ring them.
Left a message: they left a message for the team, or a voicemail.
Put through: it put them through to someone.
Questions answered: they only had questions.
Out of area: they're further than you go.
Hung up: they rang off before it got anywhere.
Sent to your phone: the receptionist didn't answer. Either it rang you first and you took it, or it rang your fallback number. See How to choose when your receptionist answers.
Didn't connect: the call failed.
Record calls is off. See How to choose who hears about calls.
The caller said a letter brought them, but no letter matched what they said: the reference was wrong, or they didn't have it. Link it to the right letter and it leaves the list.
