> ## Documentation Index > Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Review calls and transcripts > Use Inbox to review customer call history, recordings, and transcripts before following up. Use this guide when you need to understand a phone call before replying to a customer or handing work to another teammate. Call history helps your team see when a call happened, whether it was inbound or outbound, and what was discussed when a transcript is available. ## What you will accomplish * Find call history inside a customer conversation. * Understand inbound, outbound, and voicemail entries. * Read or request a transcript when one is available. * Place a call or send a written follow-up after you review the call. ## Before you start * Calling must be set up for your team. If call buttons are disabled, review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings). * Make sure you have permission to view Inbox and customer communication history. * Use call recordings and transcripts only for legitimate customer support and operations. * Follow your facility's policy and local laws for call recording and customer consent. ## Find call history in a conversation Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox). Click the customer conversation. Near the top of the conversation, click **Calls**. The pill shows a number when calls exist—for example **Calls 1**. If the pill is gray and says **Calls 0**, this customer has no call history linked to this conversation yet. **Expected result:** The timeline shows only phone activity—**INBOUND** (customer called you), **OUTBOUND** (your team called them), or **Voicemail** entries. **Expected result:** You see only phone activity for that customer, such as inbound calls, outbound calls, or voicemail entries. **Calls count at the top vs the Calls filter** Near the customer name you may see **Calls 0** even when call history exists below. That number often tracks **unread** call activity. Click the **Calls** pill in the timeline to focus on phone entries — the filter is what hides texts and emails. Inbox conversation for Sam Rivera with the Calls filter selected showing an inbound completed call with Recording and Transcript *Use the **Calls** filter when you only want to review phone activity. This example shows an **INBOUND** call with **Recording** and **Transcript**.* ## Read a call entry Call entries use simple labels. * **INBOUND** means the customer called your facility. * **OUTBOUND** means your team called the customer. * **Voicemail** means the customer left a message when nobody answered. A recording may be available. * The status, such as **completed**, tells you how the call ended. * The duration shows how long the call or voicemail lasted. **Missed calls and voicemails** If a customer called after hours, you may see a short **INBOUND** entry with **Voicemail** and a duration. Listen to the **Recording** link (when available) or read the **Transcript** before you text back—customers often leave several details in one voicemail. **Transcript button missing?** The **Transcript** button appears only when a call has a saved **recording**. If you see **Check for transcript** instead, the recording may still be processing. Ask an admin to confirm calling and recording are set up in [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications). ## Open a recording or transcript When a call was recorded, you may see a **Recording** link and a **Transcript** button on the same entry. Open the customer (for example **Sam Rivera**), click the **Calls** pill near the top of the timeline, and find the call you want to review. Click **Recording** to open the audio in a new browser tab. **Why this helps:** Transcripts can miss names or numbers. Listening once confirms spelling before you promise a time or dollar amount. If **Recording** is missing, your facility may not save call audio, or the file may still be processing. Ask an admin to review call recording settings under [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications). Click **Transcript** on the call entry. If a transcript is ready, it opens below the call with a written summary of what the customer said. **Expected result:** You can read the customer's request without listening to the full recording. Use the transcript to understand the customer's request. Transcripts can make mistakes—especially with names, dollar amounts, and license plates. If something sounds important or unclear, listen to the **Recording** link when available or confirm with the customer before you promise a time or price. Before you leave the call entry, jot down: * Vehicle name * Requested date or time * What you promised to check **Why this helps:** Your next teammate may pick up the thread hours later. A short follow-up text in Inbox keeps everyone aligned. **Expected result:** You can read a written summary of what the customer asked for during the call or voicemail. **No Transcript button?** The **Transcript** button appears when your facility saves call recordings. If you only see **Check for transcript**, the recording may still be processing. Ask an admin to confirm calling and recording settings in [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications). Inbox call entry with Transcript expanded showing a summary of the customer's pickup and service request *Click **Transcript** on a call that has a recording. Read the summary, then listen to **Recording** if any detail looks unclear.* ## After you review a call Send a short text or email when the customer asked for a specific time, price, or next step that should be in writing. See [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox). If the customer moved a visit during the call, open [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) and save the new time **before** you tell them it is confirmed. See [Update, assign, or reschedule an event](/docs/schedule/update-assign-or-reschedule-an-event). If you cannot complete the follow-up, right-click the customer's **name** in the conversation list and choose **Mark unread**. See [Coordinate with your team in Inbox](/docs/inbox/coordinate-with-your-team-in-inbox). ## Check for or refresh a transcript If a call has a recording but no transcript yet, you may see **Check for transcript**. Use this when the transcript has not appeared yet. The app looks for a transcript that may still be processing. The transcript may take a short time to show up after the call ends. Use **Refresh** at the bottom of the transcript box to check again whether the transcript is ready. **Why this helps:** Recordings and transcripts can take a short time to process after a call ends—especially for voicemails left after hours. ## Place the next call from Inbox When you are ready to dial — not just review history — use the dedicated calling guide. * **Call** (top-right of the open conversation) dials the number on that customer record. * **Quick call** (phone icon in the Inbox header) opens a dial pad so you can type any number. Inbox conversation header showing the Call button next to timeline filter pills *Click **Call** to dial the phone number on the customer record. The button is gray when calling is not configured or the customer has no valid phone number.* For step-by-step **Call** vs **Quick call**, follow-up texts, and troubleshooting, see [Call a customer from Inbox](/docs/inbox/call-a-customer-from-inbox). For inbound calls that ring while you work elsewhere in the dashboard, see [Handle incoming phone calls](/docs/inbox/handle-incoming-phone-calls). ## What success looks like * You can see the call in the customer timeline. * You understand whether the call was inbound or outbound. * You can read or request a transcript when a recording is available. * Your follow-up message or next action matches what the customer asked for. ## Troubleshooting **The Call button is disabled** Calling may not be configured, or the customer may not have a valid phone number. Ask an admin to review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings). **There is no Transcript button** The **Transcript** button appears only when the call has a saved recording. If you see **Check for transcript** instead, the recording may still be processing. Your facility's calling and recording settings also affect what is available. **The transcript looks wrong** Treat transcripts as helpful notes, not perfect records. Listen to the recording if available, or confirm the detail with the customer before acting. ## What to do next After reviewing a call, respond from the same conversation. Use [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox) for a short follow-up or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox) for a longer recap. ## Related topics - [Call a customer from Inbox](/docs/inbox/call-a-customer-from-inbox.md) - [Handle incoming phone calls](/docs/inbox/handle-incoming-phone-calls.md) - [Respond to a conversation](/docs/inbox/respond-to-a-conversation.md) - [Inbox overview](/docs/inbox/overview.md) - [Use the assistant during a customer call](/docs/ai-assistant/use-the-assistant-during-a-customer-call.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.