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Where to find Calls: In the left sidebar, click Comms > Calls.
The Calls page is a searchable log of every phone call your organization makes and receives. Each call shows who called, when, how long it lasted, and — if your clinic uses AI calling assistants — an AI-generated summary, a recording, and a transcript.

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What You See on the Calls Page

The page shows a table of all calls, sorted by most recent. Each row includes:
ColumnWhat It Shows
DateWhen the call happened, how long it lasted, and the call ID. For completed calls, an audio player and transcript link appear here.
FromWho made the call — a patient name (linked to their chart), a provider, or an AI assistant (linked to assistant settings).
ToWho received the call. Same display as From.
StatusHow the call ended (see Call Statuses below).
SummaryAn AI-generated summary of the call. Tags appear as badges above the summary. If the AI took actions during the call, an Actions Taken link appears below.
If your organization has multiple locations, a location label also appears under the summary showing which location the call belongs to.

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Find a Specific Call

Use the filter bar above the table to narrow results. You can filter by:
  • Date — Filter by when the call happened.
  • Name — Search by patient or caller name.
  • Patient ID — Search by Decoda patient ID.
  • Phone Number — Search by phone number.
  • Call ID — Search by a specific call ID (useful when troubleshooting).
  • Direction — Show only Inbound or Outbound calls.
  • Status — Filter by one or more statuses (Ongoing, Finished, Voicemail, Transferred, Disconnected, Failed).
  • Tags — Filter by call tags assigned by the AI (e.g., “Billing Inquiry”, “Appointment Request”).
Tip: To quickly review all calls that the AI handled, filter by Direction: Inbound and scan the summaries. This is a fast way to check that the AI is handling calls the way you expect.

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Listen to a Call Recording

For completed calls that have a recording, an audio player appears in the Date column. Click the play button to listen to the recording directly in the table — no need to open a separate page.

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Read a Call Transcript

1

Find the Call

Locate the call in the table. Completed calls show a Transcript link in the Date column.
2

Open the Transcript

Click Transcript. A window opens showing the full conversation in a chat-style layout.
3

Read the Conversation

Messages from the patient appear on one side and messages from the assistant or provider appear on the other. Each message shows the speaker’s name and a timestamp relative to the start of the call. AI assistant messages are marked with an AI badge.
4

Listen Along (Optional)

If a recording is available, an audio player appears at the top of the transcript window. You can listen to the recording while following along with the text.

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Review AI Actions Taken During a Call

When the AI assistant performs actions during a call — such as sending an invoice, texting a form link, or notifying staff — an Actions Taken link appears in the Summary column. Click this link to open a window listing each action. For each action, you’ll see:
  • Action name — What the AI did (e.g., “Send Text Invoice”, “Notify Billing Staff”).
  • Inputs and Results — Click the action to expand its details and see the data involved.
  • Linked records — Direct links to related items like the patient chart, the alert, the message, or the invoice. Click these to jump straight to the relevant page.
Tip for reviewing AI calls: Make it a habit to check the Actions Taken for AI-handled calls, especially in the first few weeks. This helps you verify the AI is taking the right actions and catch anything that needs follow-up. Over time, as you get comfortable with the AI’s behavior, you can check less frequently.

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Call Statuses

Each call has a status that tells you how it ended:
StatusWhat It Means
OngoingThe call is happening right now. Shows a pulsing green indicator.
FinishedThe call ended normally. Recording and transcript are available.
VoicemailThe caller left a voicemail or was sent to voicemail.
TransferredThe call was transferred to another number or extension.
DisconnectedThe call dropped unexpectedly. The reason appears below the status (e.g., network issue, caller hung up).
FailedThe call could not connect at all.

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Call Tags

Tags categorize calls automatically based on the call content. For example, a call about scheduling might be tagged “Appointment Request” and a call about a bill might be tagged “Billing Inquiry.” Tags appear as badges above the call summary and can be used as filters to find all calls of a certain type. Tags are managed by the AI — your team doesn’t need to tag calls manually.

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Following Up After an AI-Handled Call

After the AI handles a call, check these things:
  1. Read the summary — Does it accurately describe what the patient wanted?
  2. Check Actions Taken — Did the AI take the right actions? Did it send the correct invoice or notify the right staff member?
  3. Listen to the recording (if needed) — If the summary seems off or you want more detail, listen to the actual call.
  4. Follow up with the patient — If the AI couldn’t fully resolve the patient’s request, send them a text message from the Chat page to follow up.
AI calling assistants are configured under Settings > Assistants. Each assistant type (inbound, outbound) can have its own voice, prompt, and phone number. See Assistants Settings for full setup details.