> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Review calls and transcripts

> Use Inbox to review customer call history, recordings, and transcripts before following up.

Use this guide when you need to understand a phone call before replying to a customer or handing work to another teammate.

Call history helps your team see when a call happened, whether it was inbound or outbound, and what was discussed when a transcript is available.

## What you will accomplish

* Find call history inside a customer conversation.
* Understand inbound, outbound, and voicemail entries.
* Read or request a transcript when one is available.
* Place a call or send a written follow-up after you review the call.

## Before you start

* Calling must be set up for your team. If call buttons are disabled, review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md).
* Make sure you have permission to view Inbox and customer communication history.
* Use call recordings and transcripts only for legitimate customer support and operations.
* Follow your facility's policy and local laws for call recording and customer consent.

## Find call history in a conversation

**1. Open Inbox**

Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).

**2. Select the customer**

Click the customer conversation.

**3. Click Calls**

Near the top of the conversation, click **Calls**.

The pill shows a number when calls exist, for example **Calls 1**. If the pill is gray and says **Calls 0**, this customer has no call history linked to this conversation yet.

**Expected result:** The timeline shows only phone activity: **INBOUND** (customer called you), **OUTBOUND** (your team called them), or **Voicemail** entries.

**Expected result:** You see only phone activity for that customer, such as inbound calls, outbound calls, or voicemail entries.

> [!NOTE]
>
> **Calls count at the top vs the Calls filter**
>
> Near the customer name you may see **Calls 0** even when call history exists below. That number often tracks **unread** call activity. Click the **Calls** pill in the timeline to focus on phone entries. The filter is what hides texts and emails.

![Inbox conversation for Sam Rivera with the Calls filter selected showing an inbound completed call with Recording and Transcript](https://mintcdn.com/carstoragesoftware/u-zRHOlPMd23Sucj/images/inbox/inbox-calls-filter-after-review-sep24.webp?fit=max\&auto=format\&n=u-zRHOlPMd23Sucj\&q=85\&s=4cac4d9dda783640bec0dfa02232a71c)

*Use the **Calls** filter when you only want to review phone activity. This example shows an **INBOUND** call with **Recording** and **Transcript**.*

## Read a call entry

Call entries use simple labels.

* **INBOUND** means the customer called your facility.
* **OUTBOUND** means your team called the customer.
* **Voicemail** means the customer left a message when nobody answered. A recording may be available.
* The status, such as **completed**, tells you how the call ended.
* The duration shows how long the call or voicemail lasted.

> [!TIP]
>
> **Missed calls and voicemails**
>
> If a customer called after hours, you may see a short **INBOUND** entry with **Voicemail** and a duration. Listen to the **Recording** link (when available) or read the **Transcript** before you text back. Customers often leave several details in one voicemail.

> [!TIP]
>
> **Transcript button missing?**
>
> The **Transcript** button appears only when a call has a saved **recording**. If you see **Check for transcript** instead, the recording may still be processing. Ask an admin to confirm calling and recording are set up in [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications).

## Open a recording or transcript

When a call was recorded, you may see a **Recording** link and a **Transcript** button on the same entry.

**1. Find the call**

Open the customer (for example **Sam Rivera**), click the **Calls** pill near the top of the timeline, and find the call you want to review.

**2. Open Recording when you need to hear exact wording**

Click **Recording** to open the audio in a new browser tab.

**Why this helps:** Transcripts can miss names or numbers. Listening once confirms spelling before you promise a time or dollar amount.

If **Recording** is missing, your facility may not save call audio, or the file may still be processing. Ask an admin to review call recording settings under [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications).

**3. Click Transcript for a quick read**

Click **Transcript** on the call entry.

If a transcript is ready, it opens below the call with a written summary of what the customer said.

**Expected result:** You can read the customer's request without listening to the full recording.

**4. Read the transcript carefully**

Use the transcript to understand the customer's request.

Transcripts can make mistakes, especially with names, dollar amounts, and license plates. If something sounds important or unclear, listen to the **Recording** link when available or confirm with the customer before you promise a time or price.

**5. Take notes for your follow-up**

Before you leave the call entry, jot down:

* Vehicle name
* Requested date or time
* What you promised to check

**Why this helps:** Your next teammate may pick up the thread hours later. A short follow-up text in Inbox keeps everyone aligned.

**Expected result:** You can read a written summary of what the customer asked for during the call or voicemail.

> [!TIP]
>
> **No Transcript button?**
>
> The **Transcript** button appears when your facility saves call recordings. If you only see **Check for transcript**, the recording may still be processing. Ask an admin to confirm calling and recording settings in [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications).

![Inbox call entry with Transcript expanded showing a summary of the customer's pickup and service request](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-call-transcript.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=7944de580ecfea21c3b9fa92fec686ab)

*Click **Transcript** on a call that has a recording. Read the summary, then listen to **Recording** if any detail looks unclear.*

## After you review a call

**1. Decide whether a written follow-up is needed**

Send a short text or email when the customer asked for a specific time, price, or next step that should be in writing.

See [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox.md) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox.md).

**2. Update Schedule when the call changed an appointment**

If the customer moved a visit during the call, open [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) and save the new time **before** you tell them it is confirmed.

See [Update, assign, or reschedule an event](/docs/schedule/update-assign-or-reschedule-an-event.md).

**3. Mark unread if someone else should finish**

If you cannot complete the follow-up, right-click the customer's **name** in the conversation list and choose **Mark unread**. See [Coordinate with your team in Inbox](/docs/inbox/coordinate-with-your-team-in-inbox.md).

## Check for or refresh a transcript

If a call has a recording but no transcript yet, you may see **Check for transcript**.

**1. Click Check for transcript**

Use this when the transcript has not appeared yet.

The app looks for a transcript that may still be processing.

**2. Wait for the transcript to appear**

The transcript may take a short time to show up after the call ends.

**3. Click Refresh if you still do not see text**

Use **Refresh** at the bottom of the transcript box to check again whether the transcript is ready.

**Why this helps:** Recordings and transcripts can take a short time to process after a call ends, especially for voicemails left after hours.

## Place the next call from Inbox

When you are ready to dial, not just review history, use the dedicated calling guide.

* **Call** (top-right of the open conversation) dials the number on that customer record.
* **Quick call** (phone icon in the Inbox header) opens a dial pad so you can type any number.

![Inbox conversation header showing the Call button next to timeline filter pills](https://mintcdn.com/carstoragesoftware/u-zRHOlPMd23Sucj/images/inbox/inbox-conversation-call-button-sep24.webp?fit=max\&auto=format\&n=u-zRHOlPMd23Sucj\&q=85\&s=0c1175732799077703c760b7f050f0fb)

*Click **Call** to dial the phone number on the customer record. The button is gray when calling is not configured or the customer has no valid phone number.*

For step-by-step **Call** vs **Quick call**, follow-up texts, and troubleshooting, see [Call a customer from Inbox](/docs/inbox/call-a-customer-from-inbox.md).

For inbound calls that ring while you work elsewhere in the dashboard, see [Handle incoming phone calls](/docs/inbox/handle-incoming-phone-calls.md).

## What success looks like

* You can see the call in the customer timeline.
* You understand whether the call was inbound or outbound.
* You can read or request a transcript when a recording is available.
* Your follow-up message or next action matches what the customer asked for.

## Troubleshooting

> [!WARNING]
>
> **The Call button is disabled**
>
> Calling may not be configured, or the customer may not have a valid phone number. Ask an admin to review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md).

> [!TIP]
>
> **There is no Transcript button**
>
> The **Transcript** button appears only when the call has a saved recording. If you see **Check for transcript** instead, the recording may still be processing. Your facility's calling and recording settings also affect what is available.

> [!WARNING]
>
> **The transcript looks wrong**
>
> Treat transcripts as helpful notes, not perfect records. Listen to the recording if available, or confirm the detail with the customer before acting.

## What to do next

After reviewing a call, respond from the same conversation. Use [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox.md) for a short follow-up or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox.md) for a longer recap.


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