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Reviewing Call Records

Each call record contains key information about the caller, the conversation, and how the call was handled.

Abby Connect creates a record for every call handled by your Human Receptionist or AI Receptionist. These records are available in the portal and AbbyGo mobile app so you can review conversations, track follow-ups, and monitor performance.

What Call Records Include

Each call record contains the following:

Caller Information

The caller’s name and phone number.

Call Tags

Calls are automatically categorized to help organize activity.

Default tags may include:

  • New Client

  • Current Client

  • Upset Caller

Tags can be customized by contacting support.

Call Summary

A short AI-generated summary of the conversation.

Sentiment Rating

An AI-generated score indicating whether the caller was positive, neutral, or upset.

Call Recording

A recording of the call, when available.

Recording behavior depends on the type of call:

Inbound calls (AI or Human Receptionist):

  • Full call recording is available

Outgoing calls (Human Receptionist only):

  • Only the receptionist’s side of the conversation is recorded

  • The caller’s audio is not included

Outgoing call recording must be enabled by Abby Connect support and is not available by default.

Call Transcript

A written transcript of the conversation.

Receptionist Notes

Notes entered by the receptionist during the call.

Call Duration & Billable Time

Total call length and billable minutes used.

Call Actions Timeline

A timestamped breakdown of what happened during the call, such as:

  • Call answered

  • Hold placed

  • Transfer attempts

  • Call ended

Transfer Details

If the call was transferred, this shows who received the call and whether it was successful.

Message or Intake Forms

If information was collected, you can open the linked message or form.

Read vs Unread Status

Mark calls as read to track which records you’ve reviewed.

Important Notes (Outbound Call Records)

  • Outbound call records (Human Receptionist only) include a more limited set of details compared to inbound calls.

    Here’s what to expect:

    • Contact Info
      Displays the number the receptionist dialed (who was called)

    • Caller Number
      Displays the number used as the caller ID (typically your company’s number)

    • Call Recording
      Available when enabled (receptionist side only)

    • Call Duration & Billable Time
      Standard timing information

    • Notes / My Notes
      Available if entered

Why Call Records Are Useful

Call records help you:

  • Track conversations with clients and leads

  • Review how calls were handled

  • Monitor AI and receptionist performance

  • Follow up on messages or requests

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