Calls and "To handle"
Every call is transcribed and summarized. What needs you is marked: urgent, an unhappy customer, a message or a missed call.
Calls lists every conversation the assistant had, on the phone and on your website. Each has a short summary of what the caller wanted and what happened, the full transcript, and the recording (if recording is on in Settings → Recording & privacy).
What "To handle" means
The assistant marks what's waiting for you, and it shows in Home, the bell and the menu too:
- Urgent: the caller said it's urgent or an emergency.
- Unhappy: a customer who was unhappy on the call, or said so after it.
- Message: the caller left you a message.
- Missed: a phone call from a known number that ended before a conversation.
Team tasks past their time, and lodging requests waiting for approval, count too.
How it closes: mark it handled. A missed call or a message also closes by itself when the same customer called again and the call ended with an order, a booking or an answer. You'll see "Closed by itself" with the reason. Urgent and unhappy never close by themselves.
What doesn't count: test calls, website visits where nobody spoke, and blocked numbers.
A question the assistant couldn't answer isn't in "To handle". It waits for you in Knowledge, so you add the answer once.