This page provides an overview of how to access your Calling Activity, understand key metrics, review recordings and summaries, and take follow-up actions to stay on top of client communication.

Review Calling Activity

💻 Desktop

Navigate to Message Center > Calling Activity to view detailed metrics.

Calling Dashboard

Select a time range to compare performance with prior periods. Key metrics include:

Call received: Answered, Unanswered, Resolved, Unresolved
Call in after hours
Voicemail received
Average response time

Calling Management

You can easily search calling records by client name, pet name or filters:

Call direction: Inbound; Outbound
Call status: Answered; Unanswered
Call category: New booking; Rescheduled; Cancel; Inquiry
Record type: Call recording; Voicemail
Activity status: Resolved; Unresolved

Reviewing Recording

You can tell if there are Call recording and Voicemail by checking the widgets on the recording columns. Clicked on them, you can:

Play Calling recording: All calling recording and voicemail files are only retained for 30 days.
Check AI summary: Review AI-generated summaries of calls.
Review calling transcript: Access detailed call transcripts.

🌟 AI summary:

To access AI Summary:

Recording must be enabled — AI summaries are generated based on call recordings. If the recording feature is turned off, the system won’t be able to create a summary.
Summaries appear a bit later — The AI summary is generated after the call ends (not in real time). For example, a 10-minute call usually takes about 1–2 minutes to process before the summary shows up.
Very short calls may not be recorded — Some brief calls are skipped by Twilio and therefore won’t have a summary. These are typically quick or incomplete calls that don’t need one.

Well-structured & customized for the pet service industry!

Key Topics & Customer Needs
- Main customer request or issue
- Appointment details: time, location, pet, service type, payment method
- Other important notes: special care, health condition, vaccination status, behavior notes
Sentiment & Risk Notes
- Customer sentiment (Positive / Neutral / Negative)
- Risk flag (including classification, type, severity, brief description)
- Specific manifestations of latent risks or customer anxiety and confusion
Business Opportunities
- Possible upsells or add-ons (wellness, grooming packages, dental, membership)
- Opportunities to improve satisfaction or retention
Action Items
- Customer Requests – what the customer explicitly asked for
- Recommended Follow-ups – proactive steps for front desk or team
Service Quality Check
- Staff communication professional & polite (Yes/No)
- SOP compliance check (appointment confirmation, vaccine info, care notes)
- Notes on improvement or potential risks