4. Call Management — Inbound Calls
Call management is NoviaMind's operational core. This is where you track all conversations handled by your voice agents and analyze results.
4.1 Overview: Inbound Calls
NoviaMind handles inbound calls: your prospects or clients dial the number assigned to one of your voice agents. The agent automatically picks up, conducts the conversation according to its instructions, and manages the follow-up (qualification, appointment booking, transfer).
Typical real estate use cases:
- A prospect calls after seeing a listing
- A property owner wants a valuation of their property
- A client wants to reschedule a viewing
4.2 Accessing Call History
The centralized history gives you a complete view of all conversations handled by your agents.
Opening the history
- In the left sidebar navigation, click on "History".
- The list of all your calls appears, sorted from most recent to oldest.
Understanding the history columns
| Column | Description |
|---|---|
| Date | Date and time of the call |
| Caller number | Phone number of the caller |
| Agent | Name of the voice agent that handled the call |
| Duration | Total duration of the conversation |
| Messages | Number of messages exchanged in the conversation |
| Result | Success or failure of the call |
Filtering the history
At the top of the list, use filters to refine your search:
- Date range: Select a period using the date picker
- Agent name: Search by agent name
- Result: Filter by successful or failed calls
Pagination
Calls are displayed in pages of 50 results. Use the "Previous" and "Next" buttons to navigate between pages.
4.3 Viewing Call Details
Click on any row in the history to open a side panel containing the complete conversation information.
💡 You can also access a call directly via a shared link: the conversation ID is included in the URL.
❓ Need help?
If you encounter a problem with call history:
- Check the Troubleshooting (FAQ).
- Contact us via our contact page or at [email protected].