Communications · Article 8 of 10
Logging phone calls
Phone calls with participants, suppliers, and contacts can be logged in Navigator so there's a complete record of all communications — not just emails.
How calls are captured
Via Dialpad integration
If your account uses Dialpad, calls sync automatically. When a call completes, the call record — duration, direction, any AI summary — is pulled through and available to link to tasks and customers. Requires your administrator to configure a Dialpad Office ID.
Manual logging
Calls can also be logged manually without Dialpad — e.g. for calls on personal phones. Manual logs capture the details you enter.
What information is captured
| Field | What it records |
|---|---|
| Direction | Inbound (they called you) or outbound |
| From / to | Phone numbers involved |
| Duration | Call length |
| AI summary (recap) | What was discussed — when Dialpad AI is active |
| Transcript | Full transcript — when Dialpad transcription is enabled |
| Sentiment | Positive, Negative, Neutral, or Mixed |
| Churn risk | Low, Medium, High, or Critical |
| Themes | Key topics discussed, ranked |
| Resolved | Whether the caller's objective was resolved |
Not all fields available for every call — AI summary, transcript, sentiment, and churn risk are populated only when Dialpad AI features are active.
Linking a call to a task or customer
When a call comes in from a number that matches a customer's phone number in Navigator, the system automatically links it to that customer.
Calls can also be linked to tasks. If a task is created from a call, the call record is attached to the task — accessible from the task detail view.
Using call data in your work
- Churn risk flags — High or Critical should prompt follow-up with the account manager or a check-in
- Sentiment tracking — consistently negative sentiment may indicate a service issue worth investigating
- Call summaries — when picking up a task linked to a call, the AI summary means you don't need to listen to the full recording