Where phone calls appear
A call answered by one of your AI voice agents becomes a conversation in the inbox, exactly like a chat or an email. You find them at Communications → Inbox → Calls, which shows only phone conversations. They also sit among everything else in All, and the Filters button has a Phone calls channel that does the same job from any view.
The Calls row only appears in the menu if you hold the Voice & calls permission. The mobile app has no Calls view — it splits the inbox into My Inbox, Unassigned and All only.
How a call ends up in one inbox and not another
When the phone rings, Yaplet looks at the number that was dialled, finds the voice agent assigned to it, and files the conversation under that agent's brand — specifically into that brand's chat widget, alongside its chats. This is worked out fresh on every call, so moving a voice agent to a different brand changes where its next call lands.
Who can see a call
Two separate things decide that:
- The Voice & calls permission is what puts the Calls row in your menu at all.
- Brand access decides which brands' calls you see, the same way it decides which chats you see. If a colleague can see the chats of a brand, they can see its calls too.
So "I cannot see a call my colleague can see" is almost always brand access rather than the voice permission. Why can't I see a conversation? walks through it.
What Yaplet stores from a call
Both halves of the conversation are written into the thread as messages while the call is still going: what the caller said, and what the AI answered. You can read a finished call like any other conversation, and a call from a number you have spoken to before continues in the same conversation.
If call recording is switched on for the number, the recordings for that conversation also appear in a player in the inbox, newest first, with a download button. Calls answered by a brand that has no Vex chat AI at all are stored the same way — the whole exchange is kept, not just the caller's half.
Privacy masking on phone calls
If the brand has Privacy masking switched on at Brand → Brand settings → Advanced, email addresses, phone numbers and card numbers are stripped out of what gets stored — the transcript and the messages you read in the inbox.
Read that sentence carefully, because phone works differently from chat. On chat, masking removes those details before the text is sent to the AI provider. On phone the caller is already speaking to the AI in real time, so there is nothing to hide from it — what masking does here is keep those details out of the stored record. It is also best-effort, never a guarantee: if the masking service is slow or unavailable the text is stored as spoken, and nothing anywhere records that it happened. Calls recorded before the brand switched the setting on stay exactly as they were.
There is one more detail worth knowing, because it decides what is on disk and when. The messages you read in the inbox are masked as they are written. The call's written transcript is masked after the call has ended rather than during it, so for a short while the unmasked version is stored — and if the masking service does not answer within thirty seconds, that unmasked version is what stays.
Where numbers and voice agents are managed
Phone numbers belong to the organisation and live at Settings → Organization settings → Phone numbers. Voice agents belong to a brand and live at Brand → Voice. For how the whole thing fits together, see AI phone — how it works.
One thing calls do not show up in
If a call was answered by a brand with no Vex chat AI, it is not counted in the AI answer-quality figures. The conversation, transcript and recording are all there — only the reporting on how well the AI answered is missing, because those numbers are kept per AI agent and there is no agent to attribute the call to.
What's next
To play a recording or read a transcript in full, see Listen to call recordings and read transcripts.