Calls and follow-up
The call overview requires calls.read. For external telephony, a secure HTTPS connection, microphone access and multi-tenant unlocking are required.
Call history
Filter by team or personal calls, direction, and status. Depending on available data, entries show the phone number, contact, duration, outcome, follow-up, and documentation status.
Complete a call
- After hanging up, open the follow-up form.
- Select an outcome such as reached, not reached, voicemail, or callback agreed.
- Add a factual note.
- Schedule a follow-up if necessary.
- Complete the documentation.
Recording and AI summary
A recording may begin only after the other participant has given verifiable consent. The interface provides a consent process for this. If consent is rejected or withdrawn, recording stops. Always follow the legal requirements that apply to your company and the conversation.
Purpose
The call overview combines telephony, contact reference and traceable follow-up.
Where to find it
Open Calls or start a permitted phone action from a contact or CRM record.
Requirements and permissions
The overview requires calls.read; outgoing actions and follow-up require calls.write as well as an operational telephony configuration.
Step by step
- Check the number, contact, and relevant record.
- Start the call and observe the connection status.
- End the call normally.
- Record the outcome, a factual note, and any required follow-up.
Result
The call appears in the history, and its outcome is documented on the relevant record.
Variations and special cases
Incoming, outgoing, and internal calls can offer different actions. Recording depends on configuration and consent.
Troubleshooting
Check microphone sharing, network, phone number format, telephony configuration, and displayed readiness.