Calls
The Calls section gives you a complete view of every voice and video call that happens through your website. You can review call history, listen to recordings, read transcripts, and make sure no call goes unnoticed.
Call History List
When you open Calls, you will see a list of all calls sorted by date. Use the tabs at the top to filter by time period:
| Tab | What It Shows |
|---|---|
| All | Every call, regardless of when it happened |
| 24h | Calls from the last 24 hours |
| 7 days | Calls from the last 7 days |
| 30 days | Calls from the last 30 days |
| 90 days | Calls from the last 90 days |
| Custom date | Pick any start and end date to find calls from a specific period |
Use the 24h tab first thing in the morning to quickly review calls that came in overnight or outside business hours.
Call Details
Click on any call in the list to see its full details:
- Caller -- The visitor's name (if known) or anonymous identifier, along with any contact information they shared.
- Duration -- How long the call lasted.
- Call type -- Whether it was an audio call, video call, or AI-handled call.
- Recording -- A playable recording of the call (see below).
Call Types
Knock Knock supports three types of calls:
- Audio calls -- Voice-only calls between a visitor and your team or AI.
- Video calls -- Face-to-face video calls between a visitor and your team.
- AI calls -- Calls handled entirely by your AI voice agent without a human team member.
Playing Call Recordings
Every call is automatically recorded. Click the play button on any call to listen to (or watch) the recording directly in your browser. You do not need to download anything.
Call recordings are stored securely and are available for playback at any time. You can come back to a recording weeks or months after the call took place.
Call Transcripts
For AI-handled calls, Knock Knock automatically generates a written transcript of the entire conversation. The transcript shows:
- What the visitor said
- What the AI said
- Timestamps for each part of the conversation
This is especially useful for:
- Quickly scanning what was discussed without listening to the full recording.
- Searching for specific topics or keywords mentioned during the call.
- Reviewing how your AI handled the conversation and identifying areas for improvement.
Transcripts are currently generated for AI calls. Calls handled by human team members have recordings available but may not include automatic transcripts.
Managing Heard and Unheard Calls
Just like email, calls can be marked as heard or unheard:
- Unheard calls appear highlighted in the list so they stand out.
- Mark as heard -- Click to mark a single call as heard after you have reviewed it.
- Mark as unheard -- Click to mark a call as unheard if you want to come back to it later.
- Batch actions -- Select multiple calls and mark them all as heard or unheard at once. This is useful for clearing out a backlog.
Unheard Call Badge
In the sidebar navigation, the Calls menu item shows a count badge indicating how many unheard calls you have. This gives you a quick visual reminder without needing to open the Calls section.
Unheard calls may represent missed opportunities. Make it a habit to review unheard calls daily and follow up with any visitors who tried to reach you.
How Calls Connect to Other Features
- Leads captured during calls appear in AI Call Leads.
- Call metrics are tracked on the Dashboard and in Reports.
- If a visitor who called also chatted, you can find the conversation in Chats.
- The Engagement tab shows call volume trends, peak times, and device breakdowns.
- Visitors who accept auto-connect calls earn points in the Lead Scoring system.