Meetings and Call History help with different parts of communication. Use Meetings to bring people into a shared session and return to its available recordings. Use Call History to find incoming, outgoing and internal calls, inspect their outcomes and prepare follow-up.
For example, a service manager might run a supplier meeting, then review a missed customer call before assigning a callback. Keep those two records in their respective workspaces.
Create and join a meeting
Your calling service must be provisioned, and your role needs permission to create meetings. Viewing, ending sessions, controlling recording and viewing recordings have separate permissions. Participants also need a working connection and the browser permissions required for the devices they intend to use.
- Open Calls → Meetings at Meetings and choose to create a meeting. Enter a recognizable title and a short description explaining its purpose.
- Leave Start instantly selected for an immediate session, or clear it and enter Scheduled time. Check the displayed time before sharing the invitation. Choose Auto-record if recording is appropriate for the meeting and available to your workspace.
- Select Create meeting, then use Copy link. Share the link with the intended participants through your usual communication channel. Guests can open the public join link and enter a display name.
- Select Join, confirm your name and microphone/camera choices, and allow the browser to use the selected devices. You can also use Join with ID when you have a meeting ID.
- During the session, use the available microphone, camera and screen-sharing controls. When the session is finished, use the meeting controls appropriate to your role; leaving your own view and ending the meeting are different actions.
The meeting list has All, Live, Upcoming and Past filters. Open a meeting's details to check participants and available recording controls or playback. A recording must have been created and become available before it can be reviewed; do not assume every meeting has one.
If you use the phone invitation option, select one of your own available calling numbers. This also depends on support from the calling platform, so a visible option does not guarantee that telephone invitation is enabled for your workspace.
Review a call and plan the next action
- Open Calls → Call History at Call History. Search for the person or number, then narrow the results with a date range, direction or status such as Missed.
- Use additional filters when useful: transport, who answered, recording state or duration. Open the relevant call and check its outcome and timing before deciding what happened.
- Review the recording, transcript or IVR trace when available and permitted. These provide different evidence: audio captures what was recorded, a transcript provides text, and an IVR trace shows the recorded path through the flow.
- Arrange a clear next action. For a missed service enquiry, verify the customer number, assign the callback and record any useful context in the relevant customer conversation or business record.
Resolve common problems
- Cannot create or join: check access, provisioning, meeting status and the displayed error.
- No sound or camera: check browser permissions, selected devices and whether they are muted.
- A call is missing: clear unnecessary filters and check the date range and your access.
- No recording or transcript: confirm one exists and is available; processing or access may still be pending.
For message-based follow-up, continue with the Inbox guide.
Turn the review into a useful follow-up
For a missed call, first check whether another team member already returned it or continued the discussion in a customer conversation. Confirm the number and the reason for contact before starting a callback, especially when several calls occurred close together.
Record the next action in the workspace that owns the work: a ticket for an investigation, a Data record for an operational job, or an internal note beside the conversation. Include the call reference when it helps the next colleague find the supporting detail.
After a meeting, write down decisions, owners and agreed dates while the context is fresh. An available recording supports the notes but does not replace a concise list of actions. Check playback and access before telling a colleague that a recording is ready to review.
When a transcript seems inconsistent with what happened, listen to the available audio before relying on the disputed wording. Treat automated text as a useful aid to review, particularly for names, amounts and references that could have been transcribed incorrectly.