Call History & Recording

Call History in AVA provides a detailed record of all calls made and received, offering insights into call outcomes, engagement levels, and critical details such as meeting schedules and contact information.

Overview

Accessible through both the Call History section and campaign-specific Contact records, these logs are essential for tracking campaign performance and refining outreach strategies. Additionally, in GHL, Call History data can be seamlessly integrated into workflows or appended to contact details.

Details

Call History is incredibly data-rich and was purpose built to give you valuable insight into the quality of a call, as well as empowering you to gather the outcome of the call at a glance.

Each call log includes the following data points:

• “To” Phone Number: The recipient’s phone number.
• “From” Phone Number: The outbound agent’s phone number.
• Start Time & End Time: Full date and time stamps (e.g., November 23, 2024, 8:15 PM).
• Call Duration: Total duration of the call.
• Location: Agreed meeting/appointment location (if applicable).
• Appointment: Date and time of the agreed appointment (if booked).
• Email Address: Contact’s email collected during the call.
• Call Summary: A brief summary of the call for quick reference.
• Call Transcript: Full transcription of the call for detailed review.
• Call Recording: An audio file of the call for playback.
• Call Sentiment: AI-analyzed mood or outcome of the call, categorized as “Positive”, “Neutral”, or “Negative”.

Each of these data points are individually accessible as values within the AVA Voice AI “Contact Called” trigger in GHL and may be used to inform conditional logic, such as filtering and segmenting by meeting location and call sentiment, or for further processing e.g. feeding the call transcript into an LLM for further insights.

There are two areas within AVA where Call History is accessible; the dedicated Call History page, and the Call History drawer which is accessible through the Contacts section of the Campaign view.

Inside AVA

AVA

• Call History Page

1. Navigate to the Call History section in the AVA app.

   
2. There are various filters available to use to refine your view:

   • Call Type: Filter by Inbound or Outbound calls.

   • Phone Number: Search for specific contacts by their phone number.

     • Call Status: Filter by status such as Completed, User Hung Up, Meeting Booked, Callback, or Voicemail. For more details on available Call Statuses and their definitions, please refer to the Call Statuses page.
     • Inbound Agent: For inbound calls, filter by the AI agent that answered the call.
     

• Campaign-Specific Contact History

1. Navigate to the Contacts section within a campaign.

   
2. Locate the desired contact and click the Call History icon to open a side drawer displaying:

   • Call Status (e.g., Meeting Booked, User Hung Up).
   • To/From Phone Numbers.
   • Call Start and End Times.
   • Call Duration.
   • Recipient’s Name and Email Address.
     • Appointment DateTime and Location (if booked).
     • Call Recording and Transcript.

   

---

Inside GHL

This video also contains information on Call Status in GHL.

GHL

All datapoints are available as custom values and outputs of the AVA Voice AI “Contact Called” trigger, which allows you to capture the information and save it wherever you wish, or use it as the basis of other conditional logic and workflows.

In the Integration With GHL help section we walked through a workflow that used the AVA Voice AI “Contact Called” trigger to capture the Call Sentiment and Call Summary and append them as notes to the contact. For more details on that, please review that section.

For now, we will simply provide a brief on where this data is and how to access it.

1. Open or create a workflow in GHL

   Create or open a workflow within GHL to access the AVA Voice AI actions and triggers.

2. Add the AVA Voice AI 'Contact Called' trigger

   Insert the “Contact Called” trigger into your workflow. This trigger gives you access to all AVA Voice AI call outputs.

   
3. Configure the trigger conditions

   Configure the trigger for different kinds of call outcomes, such as when a call is completed.

   
4. Add an action to store or display call data

   Add an action such as “Add Notes” to your workflow. Here, you can insert any custom values from the AVA call to store or use elsewhere in your automations.

   

   For example, you might include the Call Summary and Call Sentiment, along with additional fields like the Call Transcript or Recording URL. These values help enrich your contact record and enable downstream logic based on call content and outcomes.

And that’s all there is to it. Now that you know where the Call History data is within GHL, you can build a variety of automations and workflows based off the call details and outcomes of calls processed through AVA.

FAQs & Troubleshooting

General Questions

Where can I view call history in AVA?

Call history is accessible in two locations:

• The Call History section, where you can filter by call type, phone number, call status, or inbound AI agent.
• The Contacts section within campaigns, where a side drawer displays call logs for specific contacts.

Can I access call history details for inbound calls?

Yes, inbound calls can be viewed in the Call History section, with additional filtering options by the inbound AI agent.

What if my agent, or the contact, speaks another language?

For now, Call History details will always be presented in English, regardless of the any other languages spoken throughout the call.

However, if an AI Agent is configured to speak a language other than English, there will be an option in the Call Transcript to view the transcript in the original language of the call i.e. if an AI Agent is configured to speak in Spanish and the conversation is conducted in Spanish, the Call Transcript will display a translation in English, with the option to view the original transcript in Spanish.

Data and Workflow Integration

What call details can be integrated into GHL workflows?

All call history data, including call status, summary, sentiment, recording, transcript, and more, is available in the payload of the AVA Voice AI Outbound Calling action.

How can I use call history data in GHL workflows?

Call history data can be:

• Pushed to external tools or CRMs.
• Used for conditional logic in workflows.
• Appended to contact details for enriched records.

Testing and Functionality

Can I listen to call recordings directly in AVA?

Yes, call recordings are accessible in both the Call History section and the campaign-specific Contacts view, and the call recording URL is also available as an output of the trigger in GHL.

What does Call Sentiment mean?

Call Sentiment is an AI-generated analysis of the call’s outcome, categorized as Positive, Neutral, or Negative, based on the interaction’s tone and context.

---

For additional questions or guidance, try using our Virtual Support Agent ! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support.

If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at [e-mail].