The call log
Every call in and out of the practice, with recordings, AI transcripts and summaries, without leaving the desk.
The desk keeps one screen open all day. The rail down the left switches between them, and your phone line stays registered the whole time — changing screens never drops a call.
All calls
Click Calls in the rail. Every call the practice has made or taken appears newest first, with who it was with, when, how long it lasted and how it ended.
- All / inbound / outbound narrows by direction.
- Recorded shows only calls with a stored recording.
- The search box matches a phone number or a patient's name. Numbers match
however they were typed —
07700 900 077finds the same call as+447700900077.
Click any call to open it. If a recording is stored it plays inline, and the transcript appears underneath.
Every opened call carries an Outcome and a Note — the wrap-up after you hang up. Click the value to edit it: an outcome is any short label your practice uses ("Booked", "Callback", "Wrong number"); the note takes as much as you need. Enter saves the outcome, Ctrl or ⌘ + Enter saves the note, and Escape cancels. Both stay on the call for everyone who opens it.
Listening to recordings and reading transcripts needs the calling media permission. Without it you still see that a call happened, who it was with and how it ended — you just cannot open what was said. Ask an owner to change this on Settings → Team.
AI calls
Click AI calls in the rail for the same list narrowed to calls your AI voice agent handled. Each one shows the agent's outcome for the call, and opening it adds the agent's written summary above the transcript.
The summary is only there once the agent has finished writing it, which happens a short time after the call ends. Until then the transcript alone is shown.
If the summary or transcript looks wrong or inappropriate, click Report AI content under the transcript and say what was wrong. Your note goes to the Smileline team as a support message together with the call reference — the transcript itself is not sent. The same option is on the desk's Account screen for anything else the AI produced.
What each call tells you
| Column | Meaning |
|---|---|
| Name or number | The patient's name when the call is linked to a record, otherwise the other party's number |
| Time and duration | When the call started, and how long it was connected |
| Badge | The outcome — for AI calls the agent's own disposition, otherwise the call status |
| Voicemail | The caller left a message rather than reaching a person |
| Dot | A recording is stored for this call |
Recordings and transcripts are removed when the practice's retention window passes, so an older call may show no recording even though one was made.
Call quality
A small dot beside a call shows how the audio held up on the devices that carried it: green for a clean call, amber for noticeable jitter or loss, red when it was poor. Hover it for the measured numbers. Each device reports its own leg once, at the end of the call; nothing is sent while you are talking.