Hear the call, read the transcript and act on a calendar entry

See a person's call recording, transcript and follow-up email in one place, and call back, reschedule or resend from there.

Where to find it

Calls › Calendar › an entry

Open this screen

Steps

Open 📞 Calls › Calendar and click a person in the calendar, the Upcoming calls bar or the Call-backs tab.
Under “Calls and email”, play the call recording and read the list of calls with that person (date and time in JST, direction, length, outcome).
Read the transcript preview (“Show the whole transcript” opens all of it) and the Email line: when it was sent and whether it was opened.
Use the buttons: Recall (AI agent call), Call by human (your phone or browser rings first, no AI), Reschedule (a new time in JST) or Resend email.

Troubleshooting

It says “No recording available”.

The call was not recorded, its audio is older than 30 days, or only the call's agent or an owner or admin may play it.

A button is greyed out.

Point at it to see why. Calling from here is for owners and managers; Call by human needs the browser phone on or your own phone number on the Team page; every calling rule still applies.

Tips

Call by human uses the number of the line that made the source call, when that number is one of your organisation's.

Good to know

Resend email can be used by the platform operator only; everyone else sees why it is off.
Call audio is kept for 30 days.