Phone Calls
See who called, play back recordings, read transcripts and send your organisation's details by SMS during a call
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Under CommunicationPhone Calls you will find every call that comes in or goes out through your phone provider, with the customer attached if Tillor recognises the number. You use the page to follow up on calls and, during a call in progress, to send your organisation's details to the caller by SMS.
Before you start:
- Calls only appear after you have installed and set up Voys. Without the integration, the list stays empty.
- Recordings and transcripts only exist if call recording is switched on in your Voys account.
- The SMS button in a call in progress only works if SMS sending is set up for your environment. See Twilio.
View calls
In the All Calls table you see the following for each call:
| Column | What you see |
|---|---|
| Direction | Inbound or Outbound |
| Started At | Date and time |
| From and To | The phone numbers |
| Duration | The length of the call, once it has ended |
| Customer | The linked customer, or a name that Voys passed on (not verified) if no customer is linked |
| Status | Where the call currently stands |
Tillor links a call to a customer based on the phone number. If the number does not belong to a customer yet, add it to the customer profile or to a contact person. New calls are then linked automatically.
A call goes through these statuses:
| Status | Meaning |
|---|---|
| Created | The call has just started |
| Ringing | The phone is ringing |
| Answered | Someone has picked up |
| In Progress | The call is in progress |
| Warm Transfer and Cold Transfer | The call has been transferred, with or without an announcement |
| Hung Up and Ended | The call is over |
| Failed | The call was not established |
Send organisation details by SMS
A caller asks for your address or opening hours? Send them by SMS within a few seconds, while the call is in progress.
Wait until the call is in progress
The action is on the panel with active calls at the bottom right, not in the list. The call must have the status In Progress. On a phone, first tap the phone icon at the top right.
Expand the call
If the call is collapsed, expand it.
Click the message icon
The tooltip says Send organization details to the caller via SMS.
Choose the language
Tillor marks the language it recognises for the caller with (detected). Choose the language of the SMS.
The caller receives a short link to a public page with your organisation's details. If your organisation's address is filled in, there are also route buttons for Waze, Google Maps and Apple Maps. The email button on that page already has a subject and message text, with the number and time of the call in it when they are known. The website link gets tracking tags, so you can measure how many callers click through.
Recordings and transcripts
Open the call
In the list, click Transcription next to the call. The Call Details window opens.
Choose a tab
On Recording, the call plays in your browser. On Transcription you find the written-out text per speaker, and on Summary a short summary.
Tillor creates the transcript and summary itself as soon as the call has finished and a recording exists. That takes a little while. For a call without a recording, there are no tabs.
Call recordings can contain privacy-sensitive information. Make sure you comply with privacy legislation (GDPR) when recording calls, and inform callers that calls are recorded.
What happens next?
- Once a call has ended, it is in the list with its duration, the customer and, if there is a recording, a transcript and summary.
- An SMS sent with organisation details is listed in CommunicationNotifications with the type Organization Details.