Using call views

Dewi
Dewi
  • Updated

As you service more customers, it can be hard to see which calls and contacts need your immediate attention. Call views give you an overview of all your calls and you can easily filter them to see the calls that matter. In this article, we’ll share how you can use call views to monitor your calls more efficiently. 

What are call views?

Call views provide a call-centric look at your inbox, allowing you to quickly access and manage calls. You can use call views to:

Note: Call views for specific inboxes are accessible for Phone number-level Owners, Admins, and Members in your workspace (available in all OpenPhone plans). 

Accessing call views

To find call views in your OpenPhone workspace from the web or desktop app:

  1. Select your desired phone number in your workspace.
  2. Every inbox comes with two default views: Chats and Calls. Access the call view option by clicking Calls at the top of your inbox.
  3. Filter your call view to retrieve specific calls you’re interested in, like unresponded calls.

To access call views from the OpenPhone iOS or Android app:

  1. If you have multiple OpenPhone numbers, open the mobile app and tap on your account image on the upper left side. 
  2. Select your desired phone number.
    call-view-mobile.png

3. To see call views, tap Calls at the top of your inbox. 

4. Click the upper right icon to filter your call view to retrieve specific calls you’re interested in. 

call-view-mobile-2.png

Reviewing call view properties

Each row in your call view displays call properties that help you get a better understanding of what happened on each call. See at a glance which calls were missed, which contacts tried reaching your team multiple times, which callers left voicemails you need to review, and more.

Here are the call properties that are available in your call views:

  • Contact name or phone number
  • Call state (Voicemail, Call Ended, or Missed Call)
  • Team member that handled the call
  • Voicemail or call recording (if applicable)
  • Call duration
  • Call date

Filtering your call views

Find the calls you’re looking for with call view filters. They help you focus on different call types that matter to you and your team.

You can filter your calls using the following properties:

  • Conversation state: Open, Done, Any
  • Missed calls: Any conversation where the most recent event that occurs is a missed call from a caller.
  • Voicemail: Any conversation where the most recent event that occurs is a voice message from a caller.
  • Unresponded: Any conversation where the most recent that occurs includes a missed call or unresponded voice message. 
  • Direction: Option to filter by Incoming or Outgoing calls
  • Additional filter options: Includes option to filter calls by team member who made or received the calls.

Taking action in call views

Call views aren’t just for monitoring your call flows during the week. You can also interact with your calls and take action. 

Clicking a call in your call view opens the associated conversation in the right panel, temporarily highlighting the call. From here, you can do any of the following:

  • Call back your contact
  • Review the AI-generated summary and transcript of the call
  • Send a message to your contact
  • Tag a team member to share follow-up tasks or review the call
  • Pin the conversation if it’s important, but you need to follow up later

Additional call views resources

Get started with call views in your OpenPhone workspace. 

If you’re looking for more ways to use call views to manage your team, check out this article: How to coach your team with call views.

FAQs

How does the Unresponded filter work?

With call views, you can filter your list using the Unresponded filter. The Unresponded filter returns the latest call in any conversation where you received a missed call or voicemail from contact and haven’t attempted to call the contact back or sent them a message. Keep in mind, auto-replies aren’t considered responses for this filter.

How often do call views update?

The call views screen updates every five seconds.