Live Calls

A call in progress appears in Conversations while it’s happening, marked live. You can watch the conversation as it unfolds.

Spotting a call in progress#

Open Conversations. Anything currently in progress sits at the top with a live marker. Open it and the transcript fills in as the caller and your receptionist talk.

Mostly it's reassurance#

Mostly it’s reassurance. In your first week, watching two or three calls happen live does more for your confidence in the system than any amount of reading.

After that, it earns its place in one specific situation: a caller you were expecting, or one you want to step into.

What you can see#

Who's calling

The number, and their name once it's been given.

The conversation so far

The transcript, updating as they speak.

What's been captured

Details filling in as they're collected — address, job type, urgency.

How long it's been running

Useful context for a call that's gone long.

When to actually use it#

• Your first week. Watch a few end to end to see how it handles real people.
• A caller you’re expecting. A commercial account or a customer you know is ringing about something delicate.
• A call that’s gone long. If something has run several minutes, looking in tells you whether it’s a complex job or a stuck conversation.
• Training someone. Showing a new office hire what a good call looks like.

What happens when the call ends#

1. 1

   The transcript is finalised

   The full conversation is saved and searchable.

2. 2

   The recording is attached

   Usually within a few moments of the caller hanging up.

3. 3

   The lead is created

   With everything it captured, ready to act on.

4. 4

   Your alert goes out

   Email, text, or both — whatever you set in Owner alerts.

5. 5

   The outcome is recorded

   Booked, qualified, escalated or information only, and it feeds straight into your dashboard.