Calls and voicemail
Listen to the assistant's call recordings, call customers from the conversation screen, and follow up missed calls and voicemails.
3 min read
You'll see two kinds of call in Conversations: calls handled by the assistant and calls your team makes from the panel. All of them are stored in the same thread as messages, so "what was said on the phone?" always has a recorded answer.
The assistant's calls
Each call the assistant handles sits in the thread as a card. Open it and you get three things:
- Recording. Listen to the call; you can skip ahead.
- Summary. A few sentences on who called, what they wanted, the outcome and the next step.
- Transcript. The call written out line by line, assistant and caller.
For example, Mert Özkan rang at 21:15 asking what his flat in Ataşehir is worth. The assistant didn't give a figure, offered a free valuation and booked it for Thursday at 14:00. Emre reads the summary in the morning and asks for a copy of the title deed before the valuation.
The full list of these calls is under AI Agents → Voice AI → Dashboard & Logs. Details: Call logs and summaries.
Before you start (team calls)
- Your account needs a Squaremeters phone number. See Phone system.
- Allow microphone access in your browser and use a headset.
- The user making calls needs phone permission (see Roles and permissions).
Calling from a conversation
- Open the customer's conversation and click Call in the header.
- When the call ends, a call card appears in the thread: direction, duration, the user who called and (if recording is on) the call recording.
- If the customer called you, couldn't get through and left a message, a voicemail card appears; play it from the player.
- If you have several numbers, choose one under From number. Customers recognise the office number; use it where possible.
- Start the call with the phone button. During the call you can mute and take notes.
When the assistant calls an agent
For a hot customer the assistant does a live transfer: it calls the agent first, reads a short summary, then joins the calls. If the agent doesn't answer, it leaves a call-back note and a task. You'll see the transfer and the task in the thread. Details: Live transfer.
Missed calls and voicemail
With the assistant answering, most incoming calls are already handled. Missed calls and voicemails on agents' own lines show as separate rows in the list and land in Unread.
Suggested rule: every missed call is returned the same working day. If you can't get through, leave a short WhatsApp message: "Hi Mert, sorry we missed your call. When's a good time to call you back?" Details: Missed call recovery.
Call recordings and privacy
Recordings are valuable for training, settling price and negotiation disputes, and quality control.
Important
You must tell the other party the call is being recorded. The assistant does this as configured during setup; on team calls, mention it at the start. Give access to recordings only to those who need it. See İYS and KVKK.
For call volumes and answer rates, see Call reporting.
Common issues
I don't see the Call button. The account has no phone number or your user's phone permission is off.
The other person can't hear me. Check the browser's microphone permission and reload the page. On corporate networks a firewall may block audio.
An assistant call has a summary but no recording. Very short calls or calls that dropped may not have a recording.
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