Review a Customer Call
Read and score a call like a manager would.
On this page
Reviewing calls is how a receptionist gets better. Ten minutes a week, done properly, is worth more than any amount of guessing at settings.
Numbers point; the call explains
Your dashboard shows you that something is happening — a low booking rate, a drop between two funnel stages. It can’t tell you why. Only the call itself does that, and the reason is almost always in the transcript’s last few lines.
Which calls to review
Don’t pick at random. Choose from these, in order:
- Qualified but not booked
- The highest-value review by far. Real work walked away — find out where.
- Booked, then no-showed
- Look for hesitation at the moment they agreed the time.
- Escalated to you
- Check whether it should have handled it. Each one you can fix is a call you stop taking.
- A booking that went well
- Worth one a month. Knowing what good looks like makes the bad ones obvious.
How to review one
- 1
Open it in Conversations
Click the call. The full transcript, the summary and the captured details are on the same screen. Calls aren’t recorded, so there’s no audio to play.
- 2
Read the summary, then the transcript
The summary tells you how it ended. The transcript lets you jump straight to the part that matters.
- 3
Find the turning point
Every call that didn’t book has one — a question, a price, a date. It is usually in the last third.
- 4
Write down the actual sentence
The specific words, not an impression. “The first slot I have is a week Thursday” is fixable; “it felt slow” is not.
- 5
Decide: fix, or accept
Some callers were never going to book. Only change something if you’d have genuinely said it differently.
Call Coach does the first pass
What to judge it on
- Did it understand what the customer actually needed?
- Did it ask the questions you'd need before sending a van?
- Did it correctly work out how urgent it was?
- Was your business name said the way you say it?
- Did it use your customers' words, or internal jargon?
- Was every price and policy one you'd stand behind?
- Did it offer a specific time, or leave it open?
- Was the first slot one you'd be happy to promise?
- Did it capture everything you need to do the work?
A review that found real money
Dave read six qualified-not-booked calls from one week. Four ended the same way: the caller asked about weekend availability and heard “we’re Monday to Friday”. He works most Saturday mornings — he’d just never put it in Hours.
One change, twenty seconds. His booked rate went from 28% to 44% the next month.
Turning a review into a fix
Every wrong sentence traces to one card in Business Config — a price to Services, an hour to Hours, a policy to FAQs. Change it there, then ring in and confirm.
The full loop is in Improve AI Responses.
A weekly habit
- 1
Friday, ten minutes
Filter to qualified-not-booked for the week. Open three.
- 2
Look for the repeat
One call that didn’t book is noise. The same reason twice is a setting worth changing.
- 3
Make one change
Just one. Then you’ll know next week whether it worked.
Most owners find the well runs dry after about a month — the obvious gaps get filled and reviews stop producing changes. After that it’s worth a look whenever your prices, hours or services change, or if a funnel number moves.