Communications

Calls

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Calls

The Calls page in GAIL allows you to view, manage, and interact with all calls made or received by your organization. This includes both inbound and outbound calls across Support and Sales teams. This guide walks you through how to effectively use this page.

Top Filters

At the top of the call list, you can apply filters to refine your view:

  • Inbound / Outbound - View only incoming or outgoing calls
  • Sales / Support - View calls based on the call category

These filters can be used in combination to narrow down specific types of call activity.

Column Details

Each row in the table represents a single call and contains the following columns:

📞 Duration

Shows how long the call lasted. Includes an icon to indicate whether it was inbound or outbound.

👤 Caller

Displays the caller’s name and phone number, or just their number if no name is available.

🏷 Category

Indicates whether the call was related to Sales or Support.

📝 Summary

A brief description of the call’s topic (e.g., Schedule Appointment, Insurance Contact).

🚩 Status

Shows whether the call has been:

  • Flagged for attention
  • Reviewed after completion

📅 Date

Displays when the call was placed, either as a timestamp (e.g., 20 hours ago) or a calendar date.

✅ Outcome

Indicates post-call actions:

  • If the user requested a Callback, this is noted
  • A blue dot next to “Callback” means the callback request is confirmed

Page Tools

Filter Text Box

Located at the top left above the table, use this to search for calls by name or phone number.

Columns Button

Click the Columns button in the top right to customize which columns are displayed.

  • Check or uncheck column names to show or hide them in your view
  • Customize your table layout to focus on the information most relevant to you

More Options Menu

Hover over any call row and click the three-dot menu (⋯) to access additional actions:

  • 📞 Call Contact - Initiate a new call to the contact
  • 🚩 Flag Call - Mark the call for follow-up or attention
  • 👁 Review Call - Mark the call as reviewed

Use Case Example

Let’s say you’re looking for Support calls from 310 9976116 that were inbound and lasted more than 1 minute:

  1. Apply the Inbound and Support filters from the top filter bar
  2. Use the filter text box to search for 310 9976116
  3. Sort or review the Duration column to find the longer calls
  4. Click the three dots if you want to follow up, flag, or review the call

The Calls page provides a comprehensive view of all your call activity, making it easy to track, manage, and follow up on customer interactions.