Skip to main content

​
Conversations

The Conversations page is your complete call history - every interaction your Renchi AI voice agents have with customers.

​
Viewing the Conversation List

Navigate to Conversations in the sidebar to see all calls: 
Recent Conversations
├── 📞 John Smith          Boiler breakdown     2 min ago    🔴 Emergency
├── 📞 Emma Wilson         Blocked drain        15 min ago   🟡 High
├── 📞 Robert Brown        Annual service       1 hour ago   🟢 Normal
└── 📞 Sarah Johnson       Quote request        2 hours ago  🟢 Normal
Each row shows:
  • Caller name (if identified) or phone number
  • Problem category detected by AI
  • Time since call
  • Urgency level indicator

​
Filtering Conversations

Use the filter bar to narrow results:
Filter by how the call concluded:
  • Booked - Appointment scheduled
  • Transferred - Sent to human agent
  • Resolved - Issue handled by AI
  • Callback - Callback requested
  • Abandoned - Caller hung up
  • Voicemail - Message left

​
Conversation Detail View

Click any conversation to see the full details:

Call Recording

Listen to the complete call audio

Transcript

Read the full AI-generated transcript

AI Analysis

Summary, sentiment, and key points

Customer Info

Caller details and history

​
Call Recording Player

The audio player provides:
  • Play/pause controls
  • Playback speed adjustment (0.5x to 2x)
  • Progress scrubbing
  • Volume control
  • Download option
Call recordings are retained according to your organization’s data retention settings (default: 90 days).

​
Transcript Viewer

The transcript shows the conversation with:
  • Speaker labels (AI Agent vs Caller)
  • Timestamps for each message
  • Highlighted keywords (emergency terms, booking confirmations)
[00:00] Agent: "Hello, thank you for calling ABC Plumbing. My name is
        Adaline, how can I help you today?"
[00:05] Caller: "Hi, I've got a leaking pipe under my kitchen sink."
[00:08] Agent: "I'm sorry to hear about the leak. Can you tell me how
        severe it is? Is water actively dripping?"

​
AI Analysis Panel

The AI provides:
AnalysisDescription
Summary2-3 sentence overview of the call
Problem DetectedCategorized issue type
Urgency AssessmentNormal, High, or Emergency
Customer SentimentPositive, Neutral, or Frustrated
Key InformationAddress, preferred times, special notes
Recommended ActionSuggested follow-up steps

​
Booking Details Card

If a booking was made: 
Booking Confirmed
├── Service: Leak Repair
├── Date: Monday, 15 Jan 2025
├── Time: 9:00 AM - 11:00 AM
├── Address: 123 High Street, London SW1A 1AA
├── Quoted Price: £120 (estimated)
└── Special Notes: "Enter through side gate"

​
Exporting Conversations

Click the Export button to download:
  • CSV - All conversation metadata
  • PDF - Formatted report with transcript
  • Audio - Download the call recording

​
Inbox

The Inbox contains action items that need human attention - callback requests, follow-ups, and unresolved issues.

​
Understanding Inbox Items

Each item has a status:
StatusColorMeaning
NewBlueJust arrived, not yet reviewed
In ProgressYellowBeing worked on
CompletedGreenResolved and closed
ArchivedGrayKept for records

​
Priority Levels

Items are automatically prioritized: 
🔴 Urgent (Red)
└── Emergency calls, same-day requests

🟡 High (Yellow)
└── Next-day callbacks, complex issues

🟢 Normal (Green)
└── Standard follow-ups, inquiries

​
Quick Actions Bar

When viewing an inbox item, use the quick actions:

Call Back

Mark as callback made

Book Job

Create a booking

Transfer

Assign to team member

Resolve

Mark as completed

​
Creating a Callback

  1. Click the Call Back action
  2. Enter the callback outcome:
    • Answered - Spoke with customer
    • Voicemail - Left a message
    • No Answer - Will try again
  3. Add notes about the conversation
  4. Set follow-up reminder if needed

​
Creating a Booking from Inbox

  1. Click Book Job
  2. Fill in the booking dialog:
    • Service type
    • Date and time slot
    • Assigned technician (if applicable)
    • Address (pre-filled from call)
    • Notes
  3. Click Confirm Booking
  4. The item automatically moves to Completed

​
Transferring Items

To reassign an item to another team member:
  1. Click Transfer
  2. Select the team member
  3. Add a note explaining the transfer
  4. Click Transfer
The item moves to the new team member’s queue.

​
Customers

The Customers page is your built-in CRM - a database of everyone who has called.

​
Customer List View

Customers (156 total)
├── John Smith        Residential    Last call: Today       5 bookings
├── ABC Corp          Commercial     Last call: 3 days ago  12 bookings
├── Emma Wilson       Residential    Last call: 1 week ago  2 bookings
└── ...

​
Customer Types

TypeDescriptionIcon
ResidentialHome customers🏠
CommercialBusiness accounts🏢

​
Filtering Customers

  • Active - Recent calls/bookings
  • New - First-time callers
  • Inactive - No activity in 90+ days

​
Customer Detail View

Click a customer to see their full profile: Contact Information
  • Name
  • Phone number(s)
  • Email
  • Address (with verification status)
History
  • All conversations
  • Booking history
  • Total spend
Notes & Tags
  • Internal notes (staff only)
  • Custom tags for segmentation

​
Adding a New Customer

  1. Click + Add Customer
  2. Fill in the form:
    • First name, Last name
    • Phone number
    • Email (optional)
    • Address (with autocomplete)
    • Type (Residential/Commercial)
  3. Click Create

​
Editing Customer Information

  1. Open customer detail view
  2. Click the Edit button
  3. Update any fields
  4. Click Save Changes

​
Address Verification

Addresses are verified against Google Maps:
StatusMeaning
✅ VerifiedAddress confirmed, coordinates saved
⚠️ UnverifiedCould not verify - needs review
❓ PartialStreet found but house number unconfirmed
Unverified addresses show a dialog to manually confirm or correct.

​
Customer Notes

Add internal notes visible only to your team: 
Notes for John Smith:
─────────────────────
[Jan 15, 2025 - Sarah] Called about boiler. Elderly customer,
prefers morning appointments. Hard of hearing - speak clearly.

[Jan 10, 2025 - Mike] Previous job went well, happy customer.
Recommended annual service plan.

​
Customer Tags

Create tags to segment customers:
  • VIP - High-value customers
  • Landlord - Manages multiple properties
  • Vulnerable - Needs extra care
  • Commercial - Business account
  • New Build - Newer property
Tags can be filtered and used for targeted follow-ups.

​
Linking Conversations to Customers

When a conversation isn’t linked to a customer:
  1. Open the conversation
  2. Click Link Customer
  3. Search for existing customer or create new
  4. Click Link
The call is now part of that customer’s history.

​
Workflow Best Practices

​
Morning Routine

  1. Check Inbox for overnight callbacks
  2. Review Emergency items first
  3. Process High Priority items
  4. Plan callbacks for Normal items

​
During Business Hours

  • Monitor Dashboard for incoming calls
  • Handle Inbox items as they arrive
  • Update customer notes after callbacks
  • Create bookings promptly

​
End of Day

  1. Review outstanding inbox items
  2. Set reminders for next-day callbacks
  3. Archive completed items
  4. Export daily report if needed

​
Next Steps

Integrations Setup

Connect your CRM and calendar systems

API Reference

Automate with webhooks and APIs