Missed calls and follow-ups

In VoiceSuites, calls don’t disappear when someone hangs up. Missed calls and voicemails become work your team can assign, track and close.

How it works

1. A missed call or voicemail appears for the team under Needs Attention.
2. Someone takes ownership of it.
3. They call back. If a teammate reaches the caller first, or the caller gets through on their own, the missed call is marked handled automatically, so no one calls back twice.
4. A closing note is saved to the customer’s history.

Each conversation moves from New to Processing to Closed.

Where to find them

• My calls shows a badge with your new missed calls and voicemails.
• A team’s Missed tab shows everything missed for that team.
• Tasks (desktop) and Follow-ups (mobile) list the work assigned to you.

Call journeys

Open any call to see its journey: which number the customer called, what they heard and chose, where the call was routed, who was tried, why an attempt failed, and whether it was answered, transferred or sent to voicemail.