After a call, you find the conversation in your Inbox. There you read what was said, see whether your team needs to act, then mark it as handled.
Find the call#
- Open Inbox, in the left column.
- At the top of the list, choose the calls filter. The other filters show all conversations, or messages only.
- Open the conversation.
Read the conversation#
In the conversation detail, you find:
- the summary, to know in a few lines what the caller wanted;
- the full transcript of the call, to check a detail;
- a chip that shows the channel, here a call.
The assignee field shows who on your team is handling the conversation.
Understand the status#
Status | What it means |
|---|---|
Open | The conversation is waiting for your team |
With Eva | I am still handling it, you have nothing to do for now |
Resolved | There is nothing left to do |
After the call, I hand the follow-up to your team or close the conversation, based on your rules: What I do with a call once it ends.
Follow up, then resolve#
- Read the summary, then the transcript if a detail is missing.
- Do what the caller expects, for example call them back.
- Click Resolve. The conversation moves to Resolved.