Tracking and checking the Call Status gives you insights into the success of your power dialer and manual calls. The call status is used in workflow triggers and automation, providing an interaction point with customers. So let’s check how to view the Call Status.

Inside the Conversations section, open the contact’s chat and click the three dots next to the call to open their details.

Call Status #

There are a few call statuses that can be applied to the call; let’s check them.

Call Answered #

When the call is answered, you can see some extra details depending on how these will be separated:

• By an Internal User: This will show the user name of the person who responded.
• By a Forwarded Phone Number: This will show the phone number to which the call was forwarded.

Call Unanswered #

When a call goes unanswered there will be three outcomes that can be applied to the call, these will be:

• No-Answer: This will be the default state applied to unanswered calls.
• Busy: Used for when the line is busy.
• Failed: Used for when the call failed to connect.

And there you have it! You can easily check the call status of your customer interactions, letting you verify and quantify the success of your calls.

Frequently Asked Questions #

Where do I view the call status for a contact? #

Open the contact’s chat in the Conversations section and click the three dots next to the call to open the call details, where the status is shown.

What does the Call Answered status show? #

When a call is answered, it displays additional details: the user name of the internal user who responded, or the phone number the call was forwarded to.

What are the unanswered call statuses? #

Unanswered calls can show one of three outcomes: No-Answer (the default for unanswered calls), Busy (the line was busy), or Failed (the call could not connect).

Why does call status matter? #

Call status gives you insight into the success of your power dialer and manual calls, and it is used in workflow triggers and automation as an interaction point with customers.

Can call status trigger automations? #

Yes. Call status is used in workflow triggers and automation, so you can build follow-up actions based on whether a call was answered, busy, failed, or went unanswered.

What is the default status for a call that is not answered? #

No-Answer is the default state applied to unanswered calls, with Busy and Failed available for more specific outcomes.