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Calls and escalation

Review Luisa call history

Use the Calls area to review the caller context and call information made available to your role.

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Last updated 21 Oct 2026

Call history provides a workspace record of the Voice activity made available through the configured privacy and retention settings.

Steps

  1. Open AI Assistant.
  2. Open the Calls area in the Louisa Voice navigation.
  3. Use the available filters to locate a call.
  4. Open the call and review the caller, timing, outcome and any call information available to your role.

Privacy note

Call recording and transcript storage are separate settings. Only review or share call information according to the workspace policy and applicable privacy requirements.

Use the record for follow-up

Open the call record to see the caller context, timing, outcome and any transcript or recording available to your role. Use the resulting lead, customer or booking workflow for follow-up rather than treating a call record as the operational record itself.

Private and unknown callers

A caller may not be matched to an existing customer, or their number may be withheld. Review only the context captured by the call and create or follow up a lead only through the enabled, authorised workflow.

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Understand Luisa caller context and escalation

Understand how Luisa uses the configured caller context and when the workflow should route, notify or request follow-up.

Troubleshoot Luisa Voice

Use the visible Voice readiness, number, hours and permission information when a caller-facing workflow is unavailable.

Understand Luisa Voice readiness

Check the Voice feature, active business number and configuration before expecting Luisa to answer calls.