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Managing Voice calls in your inbox

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This feature is currently in beta and there may be updates as we continue improving.

Voice calls in Cue are managed alongside your other conversations -  WhatsApp, Web Chat, and Email - in a single inbox. Every call creates a conversation with recordings and transcripts. This guide covers how to find, filter, and review Voice calls in your inbox.

Finding Voice calls in your inbox

Voice calls have their own dedicated tab in the inbox, separate from chat-based conversations.

  1. Open app.cuedesk.com
  2. Navigate to Conversations in the sidebar
  3. Click the Calls tab at the top of the conversation list (next to Chats)

The Calls tab shows all Voice conversations in your workspace. Each entry displays the caller's name (or number for unknown numbers), the call type (Inbound call or Outbound call), and a timestamp.

Filtering calls

Use the filter and sort controls at the top of the Calls tab to find specific conversations.

Filter by status

  • Open - shows calls that are active
  • Closed - shows calls that have been ended
  • All calls - shows everything regardless of status

Viewing call details

Click any call in the list to open its detail view. This shows everything that happened during the call.

Call metadata

The detail view shows key information about the call:

  • Callee/Caller- who the caller/callee was depending on call direction (inbound or outbound)
  • Direction - whether the call was inbound or outbound
  • Called at- time the call started
  • Duration - total call length
  • Participants - who the call was answered by

Call recording

An audio player appears in the call detail view. You can play, pause, and seek through the recording.

Call transcript

Transcripts are generated automatically after the call ends. The transcript text appears above the recording in the detail view.

Voice calls on a contact profile

All Voice calls with a known contact are also visible on their contact profile. Navigate to the contact and scroll to their conversation history to see past calls alongside their chat conversations.

Frequently asked questions

Can I search for a specific call?

Yes. Voice conversations are searchable by contact name or phone number using the search bar at the top of the Conversations view.

Can I download a call recording?

Recordings are accessible via the audio player in the call detail view. Direct download is not currently available from the inbox.