®Call history
Review every call the firm's phone agents handled, read what each one led to, and open the recording, summary and transcript.
What Call history is for
Call history lists every call the firm's AI phone agents handled, newest first, with one line per call. Use it to:
- see at a glance what each call led to
- find the calls that need a person to act, such as a message or a callback
- listen to a call and read its transcript before you follow up
- check which practice area a caller was asking about
Click any row to open the call. The call window opens over the page, and the address bar holds a link to that call. Copy link in the window copies it, so you can send a teammate straight to the call. Use the back line at the top of the window to return to the list where you left it.
Read the list
Each row shows, left to right:
| Column | What it shows |
|---|---|
| Date & time | When the call started. |
| Caller | The caller's name when the firm knows it, otherwise "Unknown caller". |
| Number | The caller's phone number. |
| Direction | Inbound or outbound. |
| Length | How long the call lasted. Calls under a minute read lighter. |
| Outcome | What the call led to. See the table below. |
| Practice area | The practice area the call was about. Calls from a connected phone system or an older agent show the service they always have. |
| Sentiment | How the caller came across: positive, neutral or negative. |
| Source | The agent or line that handled the call, by its full name. Hover a name that is cut off to read all of it. |
| The caller's email, when they gave one. |
Columns with a sort arrow can be sorted. Sentiment is a reporting aid, not a judgment about a person. Open the call before using it to decide anything.
Outcomes
Each call shows one outcome: the most meaningful thing that happened on it. If a caller left a message and also booked a meeting, the row says Meeting booked, because that is the result that matters.
| Outcome | What it means | What to do |
|---|---|---|
| Meeting booked | The agent booked a meeting on the call. | Nothing. The meeting is on the calendar and the confirmations went out. |
| Meeting moved | The caller already had a meeting and the agent moved it to a new time. | Nothing, unless the new time needs a room or a change of host. |
| Transferred | The agent put the caller through to a person at the firm who took the call. | Nothing. The person who took the call has the context. |
| Message taken | The agent saved a message for someone at the firm. | Open the call and read the message, then call them back. |
| Callback requested | The caller asked to be called back, and no message was saved. | Call them back. |
| Voicemail | The call reached voicemail, or the agent left one. | Try again later if the call mattered. |
| On a call now | The call is happening right now. | Wait for it to finish. |
| Call dropped | The agent's connection cut out before the call finished. The caller is told the office will call them back and, when the firm has an office line, is sent to it. | A Call back task is created for you. Open the call for anything the caller said before it cut out. |
| No answer | Nobody picked up. | Try again later. |
| Wrong number | The call reached the wrong person. | Check the number on the contact. |
| Hung up | The caller hung up within about 30 seconds, before saying what they needed. | Usually nothing. A pattern of quick hang-ups on one line is worth a look at the greeting. |
| Ended | The call finished without any of the results above. | Open the call if you want to know what was said. |
The word always sits beside the dot, so you never have to rely on colour alone.
Calls answered by the firm's AI phone agents get the full set of outcomes. Calls that come from a connected phone system or an older agent show the status they always have.
Filter and search
Above the list:
- Agent, Source, Outcome, Sentiment and Practice area each narrow the list to one value.
- Filters opens a panel with the rest: Direction, Status, Duration, Disconnection, Phone number and Call ID, alongside the five above.
- Search, at the right, finds a caller, a number or an agent.
- The date range sets which calls are listed. Sync now pulls in any calls in that range that have not shown up yet.
Filtered lists show how many calls match out of the total. Clear a filter from its chip, or clear them all from the panel.
Inside a call
The call window has two parts. The left rail holds the facts; the main column holds the call itself.
The rail
| Fact | What it shows |
|---|---|
| Outcome | The same outcome as the list. |
| Meeting | The meeting's day and time when one was booked or moved. Click it to open the meeting. |
| Transfer | Who the agent tried to reach and how it went: Connected, Declined, No answer or Couldn't connect. Shown only when a transfer was attempted. |
| Tasks | Tasks created from this call, with a check on the ones that are done. Click one to open it. Dismissed tasks are not shown. |
| Ended | How the call ended, such as "Caller hung up". |
| Agent | The agent that handled the call. |
| From, To | The two numbers on the call. |
| The caller's email, when they gave one. | |
| Practice area | The practice area the call was about. See Practice area on calls. |
| Service | The firm service the call was about, when one matched. |
| Sentiment | How the caller came across. |
| Call ID | A reference for the call. Click the copy mark to copy it. |
Practice area and Service are filled in automatically after each call. When a value is wrong, click it and search for the right one, or click Add when it is empty. Clear removes it. Only the practice areas and services the firm has turned on in Settings are offered, with each main area as a heading over its sub areas.
The main column
- Recording. Press play to listen. The speed control runs the recording faster or slower. A call with no recording says "No recording for this call", for example when someone asked not to be recorded.
- Summary. A short account of the call, written after it ended. Click the copy mark to copy it.
- Message. When the agent took a message, it appears here in full, with who it was for.
- What the call found. The details the agent gathered. On calls answered by the firm's AI phone agents, Existing client and Callback requested always come first, with a dash when the call did not answer them. Callback time shows when the caller asked for one. Warnings such as Do not call or Wrong number appear only when they apply.
- Voicemail it left. On outbound calls that reached voicemail, the message the agent left.
- Transcript. Every line of the call, with who said it and when. Click a line to play the recording from there. Long calls show the first lines, then Show all [number] lines. Collapse transcript folds it back.
Opening a meeting, a task or the caller's contact from the call swaps the window in place. The back line brings you back to the call, and so does closing that window: only closing the call itself closes everything.
Practice area on calls
After a call ends, Superpractice matches it to one of the firm's practice areas, using only the areas turned on in Settings:
- A sub practice area, when the call clearly fits one. A caller asking about contesting a will gets "Will Contests", not just "Probate".
- The main practice area, when the call fits the area but not one sub area clearly.
- Nothing, when the call did not say what the matter was. A hang-up, a vendor, or someone asking for an attorney by name without saying why stays blank.
The match is never a guess. If a call is left blank, you can set it from the rail.
The same rule fills in Service from the services the firm has set up. Firms with no services see only the practice area.
See Practice areas and Services to change what the firm has turned on.
Related guides
Closed days
Tell your voice agents which days the office is closed, so they put no calls through and tell callers when you reopen. Holidays, days you plan ahead, and closing on short notice.
Call notifications
Choose who hears about each phone call, by email, by text, and as a task, for calls your voice agent handles and for calls your team answers in Superpractice.