Call and chat leads
Recordings, transcripts, the AI summary and where a call came from.
A call or a chat is a lead like any other, with an extra tab holding the conversation.
Call leads
The Call tab shows the caller's number, the number they called, the call status and duration, the source, and a First-time caller mark when this number has never called you before. When recording is on, the Recording player and the Transcript are underneath; the transcript reads Transcribing while it is being produced. An answered call arrives as New. A call nobody answered arrives as Not Qualified and fires the Missed call alert at once, so someone can call back; change the status when you have.
Chat leads
The Chat tab shows the visitor's name and email as the chat widget knew them, their city and country, the source, and the full transcript once the conversation has ended.
What the summary does
Calls and chats with a transcript get an AI summary on the lead: what was discussed, the tone, a classification, and the town and service the person mentioned, compared with the services and area you set under Settings, Organization. The summary is a label to help you triage. It changes the lead in exactly one case: a call that is confidently judged to be a sales solicitation rather than a customer is set to Not Qualified, with a timeline line saying so, and you can change it back. A past customer calling about new work, or a current customer with a problem, is never downgraded on its own.
Where a call or chat came from
When the caller or visitor had been on your site, the lead carries that visit's source, campaign and click identifiers, shown under Traffic Source with First Touch and Last Touch when both were recorded. When only one touch is known you see it alone with the line "Only one touch was recorded for this lead.". When nothing about the visit is known, the source is the tracking number's own label, or Chat for a chat.