Abby Connect keeps a detailed record of every call handled by your Human Receptionist or AI Receptionist. These records are available in the Abby Connect portal and the AbbyGo mobile app, allowing you to quickly review conversations, track follow-ups, and monitor performance.
What You Can See in a Call Record
Each record includes:
Caller Information
View the caller’s name and phone number.
Call Tags
Calls are automatically categorized to help organize activity. By default, accounts include tags such as:
New Client
Current Client
Upset Caller
Tags can be customized by contacting your Client Success Manager.
Call Summary
AI generates a short summary so you can quickly understand the purpose of the call.
Sentiment Rating
An AI-generated sentiment score helps identify whether a caller was positive, neutral, or upset.
Call Recording
Listen to the full recording directly from the portal or mobile app.
Call Transcript
Read the full transcript of the conversation.
Receptionist Notes
Additional notes entered by the receptionist during the call.
Call Duration & Billable Time
View the total call length and billable minutes used.
Call Actions Timeline
A timestamped breakdown of call events, such as:
Call answered
Hold placed
Transfer attempts
Call ended
Transfer Details
If the call was transferred, you can see who received the call and whether the transfer was successful.
Message or Intake Forms
If information was collected during the call, you can open the linked message or form.
Read vs Unread Status
Mark calls as read to keep track of which records you have reviewed.
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
Quickly follow up on important messages or requests