Who this is for
Anyone on the team who wants to see what Scarlett has taken. Every call she answers is filed in the Inbox, under the caller, with a summary, the recording and the transcript — so you can pick up where she left off without listening back to anything.
Time: 5 minutes to learn your way around. You'll need: to be signed in. Calls only appear once they start arriving, so set your divert up first.
Before you start
- Point your calls at Scarlett — no divert, no calls.
Why this matters: there is no separate call log any more. Calls sit beside the texts and emails from the same person, so a customer's whole story is in one place.
Steps
1. Open your calls
- On a computer: open Inbox in the menu, then the Calls folder in the list of folders on the left.
- On a phone: tap Calls in the bar at the bottom of the screen. It opens the Inbox with the Calls folder already picked. In the Inbox itself, the ☰ in the search bar opens the folders.
Each row is one caller, newest first, with what the call was about, any tags, and when it came in. An unread call has a dot; the number beside Calls is how many callers have something you haven't opened yet.
2. Narrow the list
- Search names, jobs and messages with the box at the top.
- To deal with lists conversations nobody has dealt with yet.
- Tags under the folders show only the callers carrying that tag — for example Urgent or Callback requested.
Scarlett tags callers from what was said. These are worked out for you:
| Tag | Meaning |
|---|---|
| Urgent | Needs dealing with today |
| Callback requested | Waiting for you to ring them |
| New enquiry | First time they've been in touch |
| Existing customer | You've done work for them before |
| Job booked | A job is in the diary |
You can add your own tags too, and take any tag off.
3. Open a call to read what was said
Tap a caller. The call opens with the summary first, then the recording to play, and View transcript to read the conversation turn by turn. If they've called more than once, or texted or emailed, step through the rest with ‹ ›.
4. Act on it
From the call:
- Call back rings the customer from your phone.
- Text or Email sends them a message, if you have their number or email.
- Create quote opens a new quote filled in from the call.
- Book job opens the booking pop-up with their details in.
- ✓ No action needed marks it dealt with, so it leaves To deal with.
- + Add a note about this customer keeps anything the team should know.
Verify it worked
Open Inbox → Calls and you should see your recent callers. Open one and the summary is there, with View transcript reading the conversation back turn by turn.
Troubleshooting
A call I expected isn't in the list. Check you're in Calls or All conversations, not a tag, and that it isn't in Archived. If it's still missing, Scarlett may not have known which business the call was for. See Calls aren't showing up.
The recording says "No recording available for this call." The summary and transcript are still there, and are the fastest way to see what happened.
I can't find a Calls page in the menu. There isn't one any more — calls live in the Inbox. On a phone, the Calls tab at the bottom still takes you straight there.
Scarlett did the wrong thing on the call. Change what she does under Set call-handling rules with scenarios.
What's next
- Manage every conversation in the Inbox — calls, texts and emails per customer.
- Track jobs from enquiry to done — the jobs Scarlett books.
- Work with customer profiles — everyone she's spoken to.