> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decodahealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call History & Recordings

> Browse past calls, listen to recordings, read transcripts, and review AI actions taken during calls.

<Info>
  **Where to find Calls:** In the left sidebar, click **Comms > Calls**.
</Info>

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.

## What You See on the Calls Page

The page opens as an inbox: a list of calls on the left, and a reading pane on the right that shows the details of the call you have selected. Click any call in the list to open it in the reading pane; the newest call opens by default.

The list is sorted newest-first. Use the **Sort** menu above the list to switch to **Oldest first**. On smaller screens, tap the list icon to slide the list in from the left.

Each list item shows who was on the call, when it happened, how long it lasted, the direction (inbound or outbound), and its status. AI-handled calls show a short summary preview and any tags the AI applied.

### The Reading Pane

Selecting a call opens its full detail on the right:

* **Participants** -- Who called and who received the call. Patient names link to the chart; AI assistants link to the assistant they ran under. If the call went through a [desk phone](/modules/settings/desk-phones), a **Desk phone** badge appears with the phone's name.
* **Audio player** -- If a recording is available, it plays inline at the top of the pane.
* **Summary** -- The AI-generated summary and any tags applied.
* **Actions Taken** -- Every action the AI performed during the call (sending an invoice, texting a form, notifying staff), each expandable to see inputs, results, and links to the related records.
* **Transcript** -- The full conversation in a chat-style layout, timestamps relative to the start of the call, and AI turns marked with an AI badge.
* **Linked tasks** -- Any tasks the call is linked to (if your organization uses the Tasks module).

If the call was on a **shared** desk phone with no staff member attached (a front-desk or exam-room handset), the participant shows the phone's display name with a **Desk phone** badge instead of a person's name -- for example, "Front desk · Desk phone".

## Find a Specific Call

Use the filter bar above the call list 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").
* **Location** -- Show only calls that belong to one or more clinic locations. Each call carries the location of the phone number it came in on or went out from, so you can review activity for a single front desk on its own.

<Info>
  **Tip for reviewing AI calls:** Filter by **Direction: Inbound** to quickly review calls the AI handled, then open each one and check **Actions Taken** to confirm the AI did the right thing. It's worth doing this daily in the first few weeks, then less often as you get comfortable with how it behaves.
</Info>

## Call Statuses

Each call has a status that tells you how it ended:

| Status           | What It Means                                                                                             |
| ---------------- | --------------------------------------------------------------------------------------------------------- |
| **Ongoing**      | The call is happening right now. Shows a pulsing green indicator.                                         |
| **Finished**     | The call ended normally. Recording and transcript are available.                                          |
| **Voicemail**    | The caller left a voicemail or was sent to voicemail.                                                     |
| **Transferred**  | The call was transferred to another number or extension.                                                  |
| **Disconnected** | The call dropped unexpectedly. The reason appears below the status (e.g., network issue, caller hung up). |
| **Failed**       | The call could not connect at all.                                                                        |

## 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.

## 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.

<Info>
  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](/modules/settings/assistants) for full setup details.
</Info>