Communication & Channels
Calls
Log calls, categorise outcomes, schedule follow-ups, and connect call activity to records.
Calls
Calls covers call logs, categories, subcategories, phone follow-ups, contact context, and Omnichannel-adjacent support tracking. Use this page when you are setting up the product surface, reviewing a rollout, or troubleshooting why users see a different result from an administrator.
What this surface is
- Primary purpose: call logs, categories, subcategories, phone follow-ups, contact context, and Omnichannel-adjacent support tracking.
- Where users start: Call routes include
/calls/dashboard,/calls/list, and/calls/:callId/view. - Where administrators configure it: Omnichannel call settings live at
/omnichannel/settings/call-logs; profile/customer call settings include categories and subcategories. - Runtime/detail surface: Call logs preserve phone interactions and can link to customers, tickets, tasks, or follow-up work.
- Platform connections: Calls connect profiles, contacts, Omnichannel, tickets, tasks, reports, and notifications.
Where it lives
| Area | Path or surface | Use it for |
|---|---|---|
| User surface | Call routes include /calls/dashboard, /calls/list, and /calls/:callId/view. | Day-to-day work and review. |
| Configuration | Omnichannel call settings live at /omnichannel/settings/call-logs; profile/customer call settings include categories and subcategories. | Setup, permissions, routing, labels, and behaviour. |
| Runtime/detail | Call logs preserve phone interactions and can link to customers, tickets, tasks, or follow-up work. | Testing the live experience users actually see. |
Configure it
- Confirm the audience for this surface and whether they are staff users, portal users, customers, public visitors, or administrators.
- Open the owning product route: Call routes include
/calls/dashboard,/calls/list, and/calls/:callId/view. - Review the configuration route and permissions before changing live behaviour: Omnichannel call settings live at
/omnichannel/settings/call-logs; profile/customer call settings include categories and subcategories. - Define the primary records, fields, statuses, owners, and notifications involved in this workflow.
- Configure Dashboard, List, and Call detail first because they shape the rest of the rollout.
- Add Categories and Subcategories only after the core path works with sample data.
- Test the runtime surface as a restricted user, not only as a superadmin: Call logs preserve phone interactions and can link to customers, tickets, tasks, or follow-up work.
- Check downstream connections after saving: Calls connect profiles, contacts, Omnichannel, tickets, tasks, reports, and notifications.
- Record the owner, rollout date, and support path for the configuration.
- Review the first week of activity and remove any option that users do not understand or need.
Configuration options
| Option | Use when | Notes |
|---|---|---|
| Dashboard | Managers need call volume and follow-up view | Route: /calls/dashboard. |
| List | Agents need searchable call history | Route: /calls/list. |
| Call detail | A single interaction needs context | Route: /calls/:callId/view. |
| Categories | Calls need reporting classification | Configure in call settings. |
| Subcategories | A category needs finer routing | Use only when it changes reporting or routing. |
| Follow-up task | A call creates work | Use Tasks. |
Operating notes
- Keep labels aligned with the words users see in the product, especially Dashboard and List.
- Permissions still matter even when a menu, page, or link is visible.
- If users see empty data, check role filters, enabled apps, ownership rules, and saved filters before editing records.
- If a change affects customers or public visitors, test from a logged-out or customer account as appropriate.
- Use reports or logs to confirm the change produced the expected operational result.
- Capture configuration decisions in rollout notes so support teams know what changed.
- Do not reuse one option for unrelated processes just because it is already configured.
- Review linked notifications, workflows, dashboards, and reports after changing this surface.
- Prefer narrow changes that can be tested with sample data before a tenant-wide rollout.
- When troubleshooting, start at the route users open, then inspect configuration, permissions, and logs in that order.
- Keep retired settings hidden or archived so users do not choose outdated paths.
- Assign an owner for ongoing review; unattended configuration becomes stale quickly.
For developers
Use these pages when the surface is read or changed by code, scripts, embeds, widgets, API clients, webhooks, or realtime listeners.