Phone Calls | Yaplet

Finding a call

Phone calls sit in the same lists as every other conversation — My Inbox, Unassigned and All. Look for the green phone icon next to the visitor's name — that's the only thing marking a row as a call instead of a chat, an email or a Facebook/Instagram message.

The dashboard has a separate Calls category. The app doesn't — there's no fourth filter pill, so calls are mixed into the three lists above. See Inbox for how those lists work.

What a call looks like

Open a call and the transcript reads like any other conversation — every line either side said, in order, in the thread. What's different is underneath it: where the message box normally sits, there's a recordings panel instead.

You cannot reply to a call from the app. There's nothing to reply to — the conversation already happened on the phone line, not in the app. The panel below is for listening back, not for continuing it.

Listening back

The panel opens with the caller's number and how many recordings exist, then one row per recording with its date, time and length.

Each row gives you:

Play / pause — tap the round button to start or stop that recording.
Speed — tap the speed button to step through 1×, 1.25×, 1.5× and 2×, useful for skimming a long call.
Download — covered next.

A caller who has phoned more than once shows up as one conversation with several rows, not a new conversation each time — repeat calls from the same number land in the same thread as earlier ones.

Playback stops the moment you leave the conversation, so you won't come back to the inbox with a call still playing in the background.

Saving a recording

Tap the download icon and the recording opens in your phone's browser. From there you can save it or share it, the same as any other file your browser downloads.

The link the download opens is temporary — it expires after a while. Save the file itself if you want to keep it; opening the same call again later gives you a fresh link, not the same one.

When there are no recordings

If a call has no recordings yet, the panel says so directly: "No recordings for this conversation yet. New calls will appear here once their recordings finish uploading."

That's expected right after a call ends — the transcript is written to the thread first, and the recording finishes uploading a little afterwards. Open a call within moments of it ending and you may see the transcript before the audio is ready.

It also means recording has to be switched on for that phone number in the first place. If a number's calls never show recordings, check whether recording is enabled on the voice agent handling it — see Voice — call flow & transcripts.

Where calls come from

A call is answered by the AI phone agent assigned to the number that was dialled, and filed against the brand that agent belongs to.

Phone calls aren't limited by brand access, unlike chat conversations. An agent's chat and Facebook/Instagram threads are limited to the brands they've been granted, but every agent who can open the inbox sees every phone call in the organization, regardless of brand access. See Voice for how phone agents are set up, and Inbox for how brand access works in the dashboard.