Call recordings are summarised and filed on the customer file in one tap

What changed

Until now every phone call had to be typed into the file again by hand. Now:

• Every customer file has a Calls and recordings section. Add a call's recording and it is transcribed into a review card: a summary of the conversation, how it went, and the changes the call suggests — moving to another pipeline stage, a deal value, the next follow-up date and a note for the team.
• Nothing is written on the file until you press Accept and file. Each suggestion has its own tick, and the summary can be edited before it is filed.
• Each call gets a score out of 100 with its reasons: what went well and what to do better. Each rep's average shows on their own page under Sales team.
• Connect the business's PBX (Issabel, FreePBX, Asterisk or a cloud PBX). An incoming call opens the caller's file for the colleague whose extension rang, every call is logged on the file when it ends, and when the PBX sends a recording the same review card is made. The call button dials from the company's own line.
• In the phone app, when you dial from a customer's card and come back to the app, it asks "Log this call?" and logs the outcome in one tap.

How to use it

A recording on the customer file

1. Open the customer's file.
2. At the top of the conversation column, open Calls and recordings and then Add call recording.
3. Pick the call's file, say who called and when, then press Upload and summarise.
4. A minute or two later the call card appears with its summary and suggestions. Untick what you do not want and press Accept and file.

Connecting a PBX

1. Go from Connections book to Phone system and press Set up the phone system.

2. Put the secret, shown once, into the PBX. The address the PBX posts calls to is on the same page.

3. Pick the kind of PBX: for Issabel or Asterisk write the AMI address, user and password; for a cloud PBX its API address and key.

4. Under Extensions write each colleague's extension, tick Use this phone system and save.

   

Good to know

• A recording can be up to 25 MB, as MP3, M4A, WAV, OGG, WEBM or AAC. Android's AMR recordings must be converted to one of these first.
• Transcribing and summarising use the business's AI credit. Without AI the card still comes, and you write the outcome and summary yourself.
• Moving a stage keeps the pipeline's rule: a lead still in play needs a next follow-up date.
• Only a seat that may change customers changes the stage and deal value from the card; for others only the call itself is filed.
• A number nobody knows that calls in is filed as a new lead on the "Phone calls" list. Untick File a new number as a lead when it calls if you do not want that.
• The PBX's posts must carry the secret in the X-Pbx-Token header, or be signed with it. The Phone system page shows what to send.
• The phone app does not pick a recording from the phone yet; add it from the file in the panel.