Phone numbers
Open Phone Agent > Phone Numbers to manage numbers used by Phone Agent.
From this page you can:
Purchase a new number if your business profile is complete and you have not reached your active number limit.
See whether numbers are provisioned, deployed, disconnected, or released.
Connect a number to an agent.
Disconnect a number from an agent.
Release a number you no longer need.
Show previously released numbers where available.
Business profile requirement
If the Purchase Number button is blocked, complete the business profile in Phone Agent > Settings. The app requires business profile details before purchasing phone numbers.
Call transfers
Phone Agent can transfer callers when transfer is enabled for the agent. In the agent configuration, add transfer targets with a name, phone number, and optional description of when that target should be used.
You can also enable transfer screening. When screening is enabled, the agent asks what the call is about before transferring and can block selected categories such as marketing, sales, recruitment, or survey calls. Blocked callers can optionally be asked to leave a message.
Review call history
Open Phone Agent > Calls to review call activity.
You can filter by:
Date range, such as last 24 hours, last 7 days, last 30 days, last 90 days, all time, or custom dates.
Call status: active, completed, failed, or abandoned.
Agent.
Caller number or agent name search.
Follow-up activity: needs follow-up, follow-up completed, or no action needed.
Urgency: high, medium, or low.
Call details
Click a call to open the call details drawer. Depending on the call and your organisation settings, this can include transcript, recording, summary, sentiment, action required, urgency, tags, tool usage, telephony cost, credit usage, staff notes, and feedback.
Follow-up workflow
If Phone Agent marks a call as needing follow-up, use the Calls filters to find those calls quickly. Open the call, review the summary and transcript, then mark the follow-up as completed once the clinic has handled it.
Deleting calls
Deleting call records can remove transcripts, recordings, and associated notes. Only delete call records when you are sure the clinic no longer needs them.