Answered Calls
How many calls got picked up instead of dropped.
On this page
Answered calls is the top of your funnel — every call and text your receptionist actually picked up. On the dashboard it’s the widest bar, labelled Conversations.
One word, two places
Where the number lives
Open Attribution and look at the first bar of the funnel. The Conversations tab breaks the same number down by what happened next.
This is the number that changes on day one
This is the number that changes on day one. Before CaughtLeads, your answered count was whatever you and your team could physically pick up. After, it’s every call that came in — including the ones at 9pm, the ones during a job, and the three that arrived at once.
Everything downstream is a percentage of this number. Doubling it does more for your revenue than any tuning further down the funnel.
What counts as answered
- Counts
- Any call your receptionist picked up and had a conversation on, however short.
- Counts
- An inbound text conversation it handled.
- Doesn't count
- A call that never reached us — usually because forwarding was off. Your phone's own missed-call list is the record of those.
- Doesn't count
- A call you picked up yourself before forwarding kicked in. That's a good outcome, it just isn't ours to claim.
The outcome mix
Answering a call isn’t the goal — it’s the entry ticket. The Conversations tab splits every answered call into what it became:
- Booked
- An appointment went on the calendar.
- Qualified, not booked
- Real work you take, but the caller wasn't ready to commit. These are your best callback list.
- Escalated to you
- Handed to a person — urgent, unusual, or the caller asked.
- Opted out
- The contact asked not to be messaged again. We honour it permanently.
- Info only
- Existing customers checking a time, suppliers, wrong numbers, sales calls. Normal, and usually the largest slice.
Info only is not wasted
What a healthy number looks like
- Answer rate near 100%. Once forwarding is on, essentially every call that reaches us is answered — there’s no queue.
- Info only around half. Higher than 70% suggests your number is on something attracting the wrong traffic.
- Booked plus qualified around a third. That’s your real opportunity pool.
A typical month
If it looks low
Calls are not reaching us. Check call forwarding first — see AI Did Not Answer. If you forward only unanswered calls, the count will also be lower by however many you picked up yourself.
Nearly always a forwarding change — a new handset, a SIM swap, or a carrier plan change clearing the rule. Make a test call to confirm the path end to end.