Answering and Managing Calls

How to answer incoming calls, take notes during a conversation, and review your call history.

When someone calls your hotline, the system rings all staff members who are on shift at the same time. The first person to answer gets connected. Everyone else stops ringing.

Getting notified

When a call comes in, you will see and hear:

• A ringtone in your browser tab
• A push notification (if you have granted notification permission)
• A flashing tab title so you can spot it even if the tab is in the background

Make sure your browser tab stays open during your shift so you receive these alerts.

Answering a call

Click the Answer button when a call notification appears. Depending on your setup, either your phone will ring (answer it to connect) or the call will connect directly in your browser.

If another staff member picks up before you, the notification disappears — no action needed.

During the call

While connected, you will see:

• A timer showing how long the call has lasted
• A note-taking panel where you can write notes in real time
• A report spam button if the caller is abusive or disruptive

Your notes are saved as encrypted drafts automatically. You do not need to worry about losing them if something goes wrong.

After the call

When the call ends, finish your notes and save them. If your operator has set up custom fields (dropdowns, checkboxes, text fields), fill those in as well. Everything is encrypted before it leaves your browser.

Reviewing call history

Go to the Calls page in the sidebar to see past calls. Each entry shows:

• Call status (answered, missed, voicemail)
• Duration
• Which staff member handled it
• Date and time

Click any call to view the notes and transcript (if transcription is enabled) associated with it.