Calls and call history

Home greets you by name and shows your organisation at a glance:

• Balance — your wallet, and roughly how much talk time it buys. It turns red when empty.
• Calls (7 days) — with how many were incoming and outgoing.
• Talk time — and how many calls completed.
• Spend (7 days) — and how many calls failed.
• Recent calls — the last eight, with View all. Click one for its details; the round phone button calls that number again with the same line and workflow.

The buttons at the top are Add credit, New agent and Call. An amber banner appears when the wallet cannot fund another minute — incoming calls are declined until you add credit (or, on the trial, choose a plan).

Until your organisation has a phone number, Home also shows Get your first call working — the steps to your first call, in order.

1. 1 Press Call on Home, Phone numbers or Campaigns.
2. 2 Choose the line to Call from, the Workflow to run, and type the Number to call.
3. 3 Press Call. The call rings out at once; it appears in Call history when it is placed.

A number typed without a country code gets your organisation’s default dial code (Settings → Organisation → Calling defaults). The dialog remembers your line and workflow in this browser. See Place a call for local numbers.

Call history lists the calls of one phone number at a time, for the last 30 days. Choose the Phone number at the top (it is chosen for you if you have only one), then narrow it with the search box (by the caller’s or the dialled number) and Direction — All calls, Incoming or Outgoing.

Each row shows the Caller — the party’s name when the number is in your parties, with the number underneath — when it Started, its Duration, Cost, Status and a two-line Summary. Click a row to open the call’s details over the list.

• Details — contact, from, to, duration, Talk time billed, AI tokens used and their cost, status, when it ended and the hangup cause.
• Analysis — the call’s sentiment (positive, neutral or negative) and outcome, when available.
• Collected — every variable the workflow stored: the answers, the looked-up values, the summary.
• Recording — a player and Download (MP3), when the number records calls.
• Transcript — the summary first, then every line of the conversation, labelled Agent or Caller with the time.
• Call events — a technical, time-stamped list of what the engine did; useful for support.

• completed — the call connected and ended normally.
• in-progress / ringing — happening now.
• no-answer — nobody picked up; for a local modem, a missed incoming call, with the reason as its hangup cause.
• failed — the call could not be placed or broke off; the hangup cause says why.
• no-balance — refused because the wallet could not fund it.
• Campaign attempts can also end busy, rejected, voicemail, unreachable, invalid_number or cancelled.

The workflow designer’s Test call talks to your workflow through your microphone, over the real call engine. Test calls are free, end after five minutes, and are kept out of the phone-number lists and the home page figures; open one from Open in call history in the test panel. See Test a workflow.

Call records, transcripts and what each call collected are kept for 30 days, then deleted automatically. Recordings live on your Plivo account and follow Plivo’s own retention.