Calls and messages

Messages your AI agent took

When your AI agent takes a message, or a caller leaves a voicemail, it lands in the Messages tab. Work through them like an inbox: call the person back, then mark the message done.

The new-message count

The number next to Messages in the row of tabs is how many messages are still new. It goes down as you mark them done. Voicemails count here too, and also on the Voicemail tab.

How to deal with a message

1. Open Messages. It shows New messages first.
2. Read the message. From shows the name and phone number the caller gave the agent, or the number they called from.
3. To hear or read the call itself, click Call. You'll see the AI summary, the transcript and, if the call was recorded, the recording.
4. Call the person back from your phone.
5. Click Mark done. The message moves to Done.

What's in a message

Received

When the message was taken.

From

The caller's name and the best number to call them back on, as they gave it to the agent. If they didn't give one, the number they called from.

Message

A short summary of what they want, followed by any other details the agent collected, such as what the job is about or the suburb. What the agent asks for is set in its script. See Messages, questions and outcomes.

Status

new until someone marks it done, then done.

Use New, Done and All at the top right to choose which messages you see. The list refreshes by itself, so new messages appear without reloading the page.

Voicemail

Voicemails left in your mailboxes appear here as well as on the Voicemail tab, so you have one list to work through. Click Call on a voicemail to listen to it. Marking it done in either place marks it done in both. See Voicemail.

Getting messages by email

Messages always appear in this tab. To have them emailed as well, go to Settings → Messages and alerts, enter up to 10 addresses under Send to, and tick Voicemail and messages. You can also send voicemail from a particular mailbox to its own addresses instead. See Messages and alerts.