Calls

Overview

The Calls module logs all inbound and outbound voice calls handled through Forz's Twilio integration. Each call record captures the caller, recipient, duration, recording, and status. Completed calls with recordings are automatically transcribed and summarized by AI, giving dispatchers a quick way to review call content without listening to the full recording.

Before You Begin

Prerequisites:

1. You have the Calls: View permission on your role.

2. The Call module is enabled (Settings > Modules).

3. Twilio voice integration is configured with call recording enabled (Settings > Channels).

Viewing the Call Log

1. Click Calls in the sidebar navigation.

2. The call log displays all calls for the current day by default.

3. Use the date picker to view calls from a different day.

Expected result: The call log shows all parent calls for the selected date, sorted by most recent first. Each entry displays the caller/recipient, call direction, and status.

Viewing Call Details

Overview tab

1. Click on a call entry in the call log.

2. The Overview tab displays call metadata: direction (inbound/outbound), from number, to number, status, duration, and the recording player (if available).

Expected result: The call detail page opens with the Overview tab selected, showing all call metadata and an audio player for the recording.

Transcription tab

1. Click the Transcription tab.

2. View the full text transcription of the call recording.

3. Below the transcription, the AI Summary provides a 2-3 sentence overview of the call's key points.

Expected result: The transcription text and AI summary appear. If the call has no recording or transcription has not completed yet, the tab indicates that no transcription is available.

Note: Transcription and AI summary generation run automatically after a call completes with a recording. There is a short delay (approximately 5 seconds after completion) before the background job begins processing.

What Happens After a Call Completes

When a call ends with a "completed" status and has a recording URL, Forz automatically:

• Queues a transcription job — the “Call Transcription” runs after a 5-second delay to transcribe the recording audio.

• Generates an AI summary — once transcription finishes, Forz uses a prompt template ("call-transcription-summary") to create a 2-3 sentence summary.

• Links to a contact — for outbound calls, the "to" number is matched; for inbound calls, the "from" number is matched against your contact phone records.

• Add a note to the contact — the AI summary is saved as a "Call Summary" note on the matched contact record, visible in the contact's activity timeline.

Warning: Transcription and summary require a valid recording URL. Calls that end before being answered, or calls where recording is disabled, do not generate transcriptions.

Common Scenarios

Reviewing a customer complaint call about a plumbing repair

A property manager calls to report that a leak was not fully resolved during yesterday's visit. The dispatcher opens Calls, finds the call in today's log, and clicks into it. On the Transcription tab, the AI summary reads: "Customer reports continued leak under kitchen sink after yesterday's repair. Requests a return visit this week. Mentioned water damage to cabinet." The dispatcher uses this summary to create a follow-up work order with the relevant details already captured.

Checking a missed call before returning it

A technician sees a missed call notification. The dispatcher opens the call log, finds the call (status: "no-answer"), and sees the caller's phone number matched to customer "Riverside Office Park." The dispatcher starts a new conversation via SMS to follow up, referencing the missed call.

Auditing technician call quality

An operations manager reviews calls from the past week to assess how technicians handle appointment confirmations. She navigates day by day through the call log, opens each completed call, and reads the AI summaries to identify patterns and coaching opportunities.

Troubleshooting