Answering and Managing Calls

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

This guide covers Desktop, iOS, and Android. Where the experience differs, platform-specific instructions are noted.

When someone calls your hotline, the system rings all users 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 be notified. The exact experience depends on your platform:

On Desktop: You will see a ringtone in your browser tab, a push notification (if you have granted permission), and a flashing tab title so you can spot it even if the tab is in the background. Keep your browser tab open during your shift to receive these alerts.

On iOS: You will receive a push notification even when the app is in the background or the screen is locked. The notification includes an Answer button you can tap directly from the lock screen.

On Android: A push notification appears with an Answer button. The app rings and vibrates according to your device notification settings.

Answering a call

On Desktop: Click the Answer button when the 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 via WebRTC.

On iOS: Tap the Answer button in the notification or in the Calls tab. The call connects through the app.

On Android: Tap Answer in the notification or open the Calls screen. The call connects through the app.

If another user 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 admin has set up custom fields (dropdowns, checkboxes, text fields), fill those in as well. Everything is encrypted before it leaves your device.

Reviewing call history

Go to the Calls section to see past calls. Each entry shows:

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

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