Managing Phone calls in your inbox

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

Phone calls in Cue are managed alongside your other conversations - WhatsApp, Web Chat, and Email - in a single inbox. Every call creates a conversation. If call recording is turned on for the channel, the recording and transcript appear there too. This guide covers how to find, filter, and review Phone calls in your inbox.

Finding Phone calls in your inbox

Phone 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 Phone 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 summary

The detail view shows key information about the call:

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

Call recording

Recordings are only available if Call recording is turned on for the Phone channel. 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 a recorded call ends.

Phone calls on a contact profile

All Phone 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. Phone 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.