Optni AIHelp guides

Everyday work

Calls: outcomes, transcripts and recordings

Every call to your business numbers is listed with a short AI summary. Open one to read the full transcript or listen to it.

Who can do this: Everyone. Staff see their own locations.

Steps

  1. Step 1: Select Calls in the sidebar.

    The Calls page with numbers at the top and a list of calls with outcome chips and AI summaries.

  2. Step 2: Filter with the tabs: Booked, Transferred or message, Missed.

    The calls tabs ringed.

  3. Step 3: Read the outcome chip and summary on each row.

    The summary is two sentences or less. It appears about a minute after the call ends.

    A call row with its outcome chip and AI summary ringed.

  4. Step 4: Select a call to open it.

    You see who called, which number they called, how long it lasted and the transcript, turn by turn.

    A call's detail page with the AI summary and the transcript.

  5. Step 5: Select Play recording to listen.

    The recording streams through a link that expires after 5 minutes. Every listen is logged.

    The recording player with the play button ringed.

Outcomes

  • Booked — Ava made a booking.
  • Rescheduled / Cancelled — Ava moved or cancelled one.
  • Answered — Ava answered a question; nothing to book.
  • Message taken — Ava took a message for staff. It's in the inbox as a handover.
  • Transferred — Ava put the caller through to your live transfer number.
  • Missed — nobody answered (for example, forwarding was on and no one picked up).
  • Other — anything else.

Good to know

  • A call that is still going shows as live. Its summary is written when it ends.
  • Test calls from Call me to test are marked as tests.
  • Missed calls with no recording say so — there is nothing to play.