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1. Introduction

Definition

Call history is a section of the Client's Card that gathers the chronology of phone conversations with a client: call recordings, who made them, when, and with what result. It is a tool of the Engage stage, where live phone communication becomes a high-touch point and helps the manager warm up the client and move them toward a deal.

Call history reads data from the telephony channel (connected through a separate integration) and stores each interaction in the Client's Card. The section is used together with Chats, CRM, and Audience — wherever the manager needs the full context of communications with the client.

The B2B operator (sales manager, support agent, team lead) uses Call history to review the list of conversations with a client, listen to audio recordings, and, when needed, manually add call recordings from external sources. This gives them the full context before the next contact and allows them to analyze the quality of communications.

The B2C client interacts with the section indirectly: every phone conversation they have with a manager lands in the history as an audio recording and a call status. The client themselves does not see this section — it works only on the platform side as a tool for the manager.

From this section, the following data is written into the Client's Card: the conversation recording (audio file), the «From» / «To» numbers, the manager's name, the call date, and its status. This data becomes part of the unified client profile and is available to all adjacent modules of the platform.

After reading you will understand:

• where in the Client's Card the Phone calls section is located and how to get to it;

• which interface elements are available for each call (avatar, audio player, upload-recording button, manager's name, status);

• how to manually add a call recording from an external source through the Add recording form;

• which fields are filled in when adding a call (Save / Cancel, From / To, Manager, Date, Upload file);

• how this section relates to the Engage stage of the customer lifecycle;

• which steps are required to connect telephony so that calls land in the Client's Card automatically.

Purpose

Call history is the «voice layer» of the Client's Card: a single place where all phone communication with a client is collected, so that the manager can warm up and sustain the dialogue without losing context. The section operates on two stages of the customer lifecycle.

On the Engage stage, a phone call is a high-touch communication channel that amplifies warm-up and helps move the client toward the target action. Call history captures every conversation as a touchpoint and stores the audio recording for later analysis. The job — give the manager the full context of voice interactions so that every next touch is sharper and warmer than the previous one.

On the Manage stage, the team lead and the manager themselves use call history to review, listen to, and analyze conversations — it is a quality-control and training tool. The job — give the team a source of truth about voice communication with the client, so they can assess managers' work and improve sales scripts.

2. Viewing call history

To open the call history for a client, go to Audience or Chats, select the client, open their profile, and switch to the Phone calls tab in the profile header. The section shows a chronological list of all calls with the client.

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The following elements are available in the section's interface:

1. Add call — a button that allows uploading a call recording from an external source (for example, if the conversation took place outside the platform).

2. Avatar — displays the avatar of the manager who made the call. Helps quickly understand who from the team talked to the client.

3. Call audio player — a built-in player for listening to the recorded phone conversation right inside the Client's Card.

4. Upload recording — a button for uploading the call's audio recording if it has not yet been saved in the system.

5. Manager's name — shows which manager handled this call.

6. Call status — displays the result of the call (for example, «No answer» means the client did not pick up).

3. Adding a call recording

If a conversation with the client took place outside the platform (for example, through a third-party PBX or a mobile phone), the recording can be added to Call history manually. To do this, click Add call — a form with the fields you need to fill in will open.

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3.1. Save / Cancel

Save — confirms adding the call to the Client's Card. After clicking, the recording joins the general list and becomes available for playback. Cancel — closes the form without saving changes.

3.2. From / To

From — input field for the phone number from which the call was made (usually the manager's work number or the corporate PBX). To — input field for the number to which the call was made (usually the client's number).

3.3. Manager

Manager — a field for selecting the profile of the employee who made the call. Used for call attribution and later analysis of managers' activity in the Managers section.

3.4. Date and Upload file

Date — the date and time when the call took place. Upload file — a button for attaching the audio recording of the conversation (mp3, wav, and other common formats). After uploading, the file becomes available for playback through the built-in audio player.

Related instructions

Key terms