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Call logs and phone numbers

Phone Numbers power inbound and outbound voice. Purchase in the marketplace, assign in AI Employees → Phone Numbers, then trace activity in Call Logs (/call-logs). Reporting users also open call detail grids under Reports Center → Contacts call reports.

Video

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Who can do this​

Calling admins; Call Logs view may be restricted by role (inbound-only flags exist).

Before you begin​

  • Credits for number purchase and usage
  • AI Employee needing a line
  • Compliance policy for call recording

What you'll accomplish​

  • Number purchased and assigned
  • Test call visible in Call Logs
  • Export or filter workflow understood

Step-by-step procedure​

Purchase a number​

  1. Navigate to Phone Numbers (/phone-number-marketplace) or Marketing → Phone Numbers.
  2. Search available numbers by country/area code.
  3. Purchase; confirm charge against Credits.
  4. Assign to AI Employee or campaign.

Manage assignments​

  1. Open /ai-employees/phone-numbers.
  2. Link number to agent used in Calling Campaigns.
  3. Test inbound route to correct agent script.

Work in Call Logs​

  1. Open Call Logs (/call-logs).
  2. Filter by date, direction, owner, outcome.
  3. Play recording or read transcript when columns available.
  4. Export CSV for coaching sessions.
  5. Deep links from Reports — Calls preserve filters.

Extended guidance​

Number portability between agents requires updating both Phone Numbers assignment and active campaigns. Recording consent banners belong in call scripts—not just Terms of Service pages. Export Call Logs before quarterly compliance audits; filters mirror what regulators ask for.

Practice scenarios​

Export one week of Call Logs, reconcile totals with Reports — Calls, investigate any mismatch >5%.

Sandbox validation​

Repeat the procedure in a test workspace or with two internal colleagues before customer-facing launches. Document who approved each step (marketing, legal, ops). Screenshot Verify your work outcomes for audit trails. When something fails, capture the URL, role, timestamp, and exact UI label clicked—Support resolves tickets faster with that context. Re-read See also links after your first successful run; adjacent topics often cover edge cases you have not hit yet.

Team rollout checklist​

Assign a single owner for this workflow per workspace. Schedule a 30-minute handoff training with screen share. Add the See also links to your internal Notion or wiki. Re-verify after each major product release (labels move occasionally). Pair junior staff with a senior reviewer for the first live execution. Log lessons learned in your team retro—especially permission surprises and integration timeouts.

Keep learning​

Bookmark this page and the Product module map. After major releases, re-walk Step-by-step procedure—UI labels move occasionally. Share feedback with your workspace Admin so Help stays aligned with how your team actually works.

Verify your work​

  • Inbound test call rings assigned agent
  • Outbound campaign attempts appear with timestamps
  • Export file matches on-screen filters

Tips​

tip

Use separate numbers per brand or region so Call Logs filters stay meaningful.

Troubleshooting​

| Cannot purchase | Credits or billing restriction | | Inbound not routing | Number not linked to active AI Employee | | Missing inbound rows | Role lacks inbound Call Logs permission | | Recording empty | Recording disabled in agent Settings |

See also​