> ## Documentation Index > Fetch the complete documentation index at: https://docs.renchi.ai/llms.txt > Use this file to discover all available pages before exploring further. # Managing Calls & Customers > Once your voice agents are handling calls, you'll need to review conversations, follow up on action items, and maintain customer records. This guide covers the three core operational areas: Conversations, Inbox, and Customers. ## 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 Filter by priority level: * **Emergency** - Gas leaks, flooding, safety issues * **High** - No heating, major leaks * **Normal** - Standard inquiries Filter by issue category: * Boiler breakdown * Blocked drain * Leak/burst pipe * No heating * Gas smell * General inquiry Select a date range: * Today * Yesterday * Last 7 days * Custom range ### Conversation Detail View Click any conversation to see the full details: Listen to the complete call audio Read the full AI-generated transcript Summary, sentiment, and key points 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: | Analysis | Description | | ---------------------- | --------------------------------------- | | **Summary** | 2-3 sentence overview of the call | | **Problem Detected** | Categorized issue type | | **Urgency Assessment** | Normal, High, or Emergency | | **Customer Sentiment** | Positive, Neutral, or Frustrated | | **Key Information** | Address, preferred times, special notes | | **Recommended Action** | Suggested 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: | Status | Color | Meaning | | --------------- | ------ | ------------------------------ | | **New** | Blue | Just arrived, not yet reviewed | | **In Progress** | Yellow | Being worked on | | **Completed** | Green | Resolved and closed | | **Archived** | Gray | Kept 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: Mark as callback made Create a booking Assign to team member 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 | Type | Description | Icon | | --------------- | ----------------- | ---- | | **Residential** | Home customers | 🏠 | | **Commercial** | Business accounts | 🏢 | ### Filtering Customers * **Active** - Recent calls/bookings * **New** - First-time callers * **Inactive** - No activity in 90+ days * Residential * Commercial * High (10+ calls) * Medium (3-9 calls) * Low (1-2 calls) ### 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: | Status | Meaning | | ----------------- | ----------------------------------------- | | ✅ **Verified** | Address confirmed, coordinates saved | | ⚠️ **Unverified** | Could not verify - needs review | | ❓ **Partial** | Street 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 Connect your CRM and calendar systems Automate with webhooks and APIs