How call ratings and coaching work

On the Growth plan and up, SalesThumb's AI rates your shop's answered phone calls from their transcripts. Each rated call gets a score from 0 to 100 and a short scorecard: did the person on the phone get what they needed to win the job, and how well was the caller looked after. Owners and managers use it to spot calls that went well and to coach the ones that didn't.

Which calls get a rating

A call is rated when all of these are true:

• Your shop is on the Growth plan or above (Growth or Pro).
• The call was answered and lasted at least 20 seconds.
• The call has a transcript.

Calls the AI receptionist answers get a transcript, so they're rated too. Zoom Phone calls only have a transcript when Zoom records and transcribes the call, so make sure call recording and transcription are on in Zoom for the numbers you track. Missed calls, calls shorter than 20 seconds and calls with no transcript don't get a score.

Ratings are added in the background, usually a few minutes after the transcript arrives. Only calls from the last 3 days are picked up. If AI features are paused for your shop or its AI limit is reached, recent calls wait and are rated once AI is available again.

How the score works

The AI reads the transcript and rates the shop side of the call only, whether that was someone on your team or the AI receptionist. It never rates the caller.

Lead capture (0 to 100) checks whether the call collected what you need to win the job:

• Name: asked for or confirmed the caller's name.
• Vehicle: got the year, make and model (or the property or glass, for flat glass).
• Service: pinned down which service they want.
• Contact: got or confirmed a phone number or email to follow up on.
• Booked / next step: booked it, sent a quote, or set a clear next step.

Customer service (0 to 100) checks how the caller was treated:

• Greeting: answered with the shop's name or a clear, warm greeting.
• Friendly tone: polite and patient, never curt.
• Answered questions: the caller's questions got real answers.
• No dead ends: the caller was never left without a way forward.

Each check shows ✓ (done), ✗ (missed) or — (didn't apply to this call).

The overall score is 60% lead capture and 40% customer service. When the call wasn't a lead (for example a vendor, a wrong number, or a customer checking on a job that's already booked), there's no lead capture score and the overall score is the customer service score.

Score colors: green for 80 and up, amber for 60 to 79, red below 60.

The rating also names the call's outcome: Booked, Quote sent, Callback set, Info only, Not a lead or Unclear. Under What went well and Coaching tips you get up to two short points each, about what the person on the phone did. The rating ends with "Rated by AI from the transcript."

Where you see ratings

• The call log in Leads. On Growth and up that's Other calls on the List. Calls on an open lead show their rating in the lead's Activity instead. A rated call shows its score in a colored badge on the row. Click the arrow at the end of the row to open the Call rating panel with the full scorecard. When any calls in the list are rated, the top of the view shows "Average call score" for the filter you picked (All, Missed, Inbound or Outbound) and how many rated calls it covers. See Reviewing inbound and outbound calls.
• The lead panel. In a lead's Activity, a phone call shows its score next to the title. Click the call to expand it. You get Play recording, Summary and Transcript buttons (whichever the call has) and the rating, headed Lead capture & service, or Customer service for a call that wasn't a lead. See Working and scheduling leads in the Leads hub.

Who sees what

Only people with the Listen to calls and see what was said permission see ratings: owners and admins by default, plus HQ owners, admins and viewers. They see the score badges, the Call rating panel and "Average call score". Everyone else who can see the call log sees the call without a score, and technicians don't see calls at all. See Reviewing inbound and outbound calls.

The rating is advice from AI. It doesn't change the lead or message anyone.

Related

• Reviewing inbound and outbound calls
• Working and scheduling leads in the Leads hub
• Connect Zoom Phone to SalesThumb (call tracking)
• Setting up the AI receptionist for chat and calls

Frequently asked questions

Q: Which plan do I need for call ratings?

A: Growth or Pro. On other plans your calls still show in the Calls view in Leads, just without scores.

Q: Why doesn't a call have a score?

A: Only answered calls of at least 20 seconds that have a transcript are rated. Missed calls, very short calls and calls with no transcript aren't. A new call is usually rated a few minutes after its transcript arrives.

Q: Why don't my Zoom Phone calls have scores?

A: A Zoom call needs a transcript to be rated, and Zoom only makes one when it records and transcribes the call. Turn on call recording and transcription in Zoom for the numbers you track.

Q: How is the overall score worked out?

A: It's 60% lead capture and 40% customer service. For a call that wasn't a lead, it's the customer service score.

Q: Does the AI rate the caller?

A: No. It rates only the shop side of the call, whether that was someone on your team or the AI receptionist.

Q: Who can see call ratings?

A: Owners and admins, plus HQ owners, admins and viewers. They have the Listen to calls and see what was said permission. Other team members see calls without scores, and technicians don't see calls at all.