The Calls page shows every call on your shop's Zoom Phone number, newest first: who called or was called, whether it was answered, how long it lasted, and a summary when one is available. Front desk staff and managers use it to catch missed calls and see what was said before calling someone back.
Before you start: connecting Zoom Phone
Calls only appear once SalesThumb support has connected a Zoom Phone number to your shop. You can't connect a number yourself. Until one is connected, the Calls page shows "Zoom Phone isn't connected for this shop." with a note to ask SalesThumb support, and a link to Integrations.
Once a number is connected, every call on it shows up here and on the customer and lead it belongs to.
Where to find it
In the sidebar, under Customer flow, click Calls. The Calls item only appears once your shop has a Zoom Phone number connected. You can also press Cmd+Shift+K (or Ctrl+Shift+K on Windows) and type "calls".
The page header lists your Zoom Phone number (or numbers).
Filtering the list
Use the buttons at the top right:
- All: every call.
- Missed: inbound calls nobody picked up, including ones that went to voicemail or were declined.
- Inbound: calls into the shop.
- Outbound: calls your team made.
The list shows 50 calls at a time. Click Load more at the bottom to see older ones.
Reading a call
Each row shows:
- An icon for the direction: inbound, outbound, or a red icon for a missed inbound call.
- The name: the customer, or "Unknown caller" if the call isn't linked to a customer. Click the name to open the lead (if the call is linked to a lead) or the customer's profile.
- A result chip: Answered, Missed, Voicemail, Declined or Other.
- The phone number and the team member who handled the call.
- The length of the call ("—" if it never connected) and the date and time, in your shop's time zone.
If a call has a recording, click Play recording. It opens the recording in Zoom. SalesThumb doesn't store the audio itself.
Summaries and transcripts
When a call has a summary or a transcript, a small arrow appears at the end of the row. Click it to expand the call:
- Summary shows a short write-up of the call. It's labeled (Zoom AI) when it came from Zoom, or (AI) when SalesThumb wrote it.
- Transcript expands to show the full text, when Zoom provided one.
Recordings, transcripts and summaries are added a few minutes after the call ends, so a brand-new call may not have them yet.
How calls connect to leads
When someone you don't know calls your Zoom Phone number, SalesThumb adds them as a new caller and opens a lead for them, so they show up in the Leads hub. If they call again while that lead is still open, the call is added to the same lead instead of opening a second one. Callers who are already customers with past appointments, quotes or invoices aren't turned into leads.
Each call is also added to the lead's activity, so the lead's Needs a reply and waiting chips account for it, just like a call you log by hand.
Note that the automatic missed-call text-back doesn't run for calls to your Zoom Phone number, so no text goes out from these calls. See Setting up Missed-Call Text-Back for how that feature works.
Calls on the customer profile
A customer's profile has a Calls card with their recent calls and an All calls link back to this page. The card only shows when Zoom Phone is connected and that customer has calls.
What other roles see
Team members whose role can't see customer contact info see "Restricted" instead of the phone number, and no recording link or transcript. When they expand a call with a transcript, they see "The transcript is hidden for your role."
Frequently asked questions
Q: Why don't I see Calls in my sidebar?
A: The Calls item only appears after SalesThumb support connects a Zoom Phone number to your shop. Ask support to connect yours.
Q: Does SalesThumb store call recordings?
A: No. Play recording opens the recording in Zoom. SalesThumb keeps a link to it, not the audio.
Q: What counts as a missed call?
A: The Missed filter shows inbound calls that weren't answered, including calls that went to voicemail or were declined.
Q: Why does a call show Unknown caller?
A: The call isn't linked to a customer record in your shop, so there's no name to show.